VIP Relationship Manager

Scopely is looking for a VIP Relationship Manager to join our Casino Team on remote basis.

At Scopely, we care deeply about what we do and want to inspire play, every day - whether in our work environments alongside our talented colleagues, or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily.   

With 30M+ downloads, GSN Casino is home to slots, bingo, cards, and more!  Team members are distributed across the globe with hubs in Bengaluru, Tel Aviv, Barcelona, among others.

What You Will Do

• Develop a VIP strategy suitable for the title you are designated to manage
• Establish and nurture relationships with a large group of VIP players and proactively anticipate customer needs based on the portfolio’s VIP strategy
• Maintain regular communication with VIPs through a variety of channels (e.g., live chat, email, and phone)
• Ensure two-way communication—players can reach out to you for prompt resolution of their issues, and you will also proactively engage them
• Triage new game bugs and coordinate with Quality Assurance and/or Product teams to identify and resolve issues quickly, providing players with fast resolutions
• Collaborate with the Community and Player Care teams to understand upcoming events and product updates, ensuring your VIPs are kept informed
• Represent the voice of VIP players by providing insights and engaging with User Research and Product teams to share feedback on what players love and what they’d like to see improved
• Monitor key KPIs such as contact rates, player activity, spending patterns, and player lapse trends, and take action accordingly
• Analyze past and current player behavior and identify improvements through bonuses, gifting, events, or other initiatives to grow customer loyalty

What We're Looking For

• 4+ years of work experience in a VIP team, customer service, or customer support role
• Casino/gaming VIP or host experience is a plus
• Video game or mobile game experience is a plus
• Data-driven with the ability to understand trends and propose ROI-positive solutions
• Excellent communication skills, including strong written and spoken English
• A passion for conflict resolution and problem-solving
• Proven contributions to customer satisfaction and retention
• Account management experience
• Ability to analyze data and draw conclusions.
• Creative impulses and confidence in sharing ideas with teammates
• Outgoing, enthusiastic, and results-driven

Bonus Points

• Ability to produce target-specific campaigns and report on pre/post campaign performance
• Proven experience in VIP portfolio/ROI-driven growth
• Experience in VIP account management for a mobile game or product
• Proven skills in analytics, reporting, and budget management

Please submit all resumes in English.

At Scopely, we create games for everyone and want to ensure that the people behind our games reflect that!  We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure!

About Us

Scopely is a global interactive entertainment and mobile-first video game company, home to many top, award-winning experiences such as "MONOPOLY GO!," “Star Trek™ Fleet Command,” “Stumble Guys,” “MARVEL Strike Force,” and “Yahtzee® With Buddies,” among others.
 
Scopely creates, publishes, and live-operates immersive games that empower a directed-by-consumer™ experience across multiple platforms--from mobile, web, PC and beyond.
 
Founded in 2011, Scopely is fueled by a world-class team and a proprietary technology platform Playgami that supports one of the most diversified portfolios in the games industry.

Recognized multiple times as one of Fast Company’s “World’s Most Innovative Companies,” Scopely is a multi-billion-dollar business due to its ability to create long-lasting game experiences that players enjoy for years.

Scopely has global operations in more than a dozen markets across Asia, EMEA, and North America, and is home to many internal game development teams, referred to as Scopely Studios, with additional game studio partners across four continents.

Scopely was acquired by Savvy Games Group in July 2023 for $4.9 billion, and is now an independent subsidiary of Savvy.

For more information on Scopely, visit: scopely.com