VIP Team Lead

Remote

Full-time Contractor 

Competitive package 


About MBG:

MBG Digital is the leading service provider for globally recognized online gaming operators. Our portfolio includes casino brands that offer cutting-edge gaming solutions that seamlessly integrate fiat and cryptocurrencies into a range of gamification functions.

MBG Digital  is a proudly remote-first organisation, we've cultivated an environment where creativity flourishes, collaboration is core, and innovation knows no bounds.

We aspire to be a global leader, driving positive change and sustainable growth, while prioritizing secure entertainment-led player satisfaction and experience across our casino and sports betting business. Through cutting-edge technology, exceptional talent, and a culture of collaboration, we aim to deliver exceptional services that exceed expectations and empower our players to thrive in a rapidly evolving iGaming /Web3 world.

Job Description:

We are excited to be on the hunt for a talented and motivated individual to join our team as a VIP Team Lead.

The VIP Team Lead will be in charge of the VIP portfolio, ensuring an increased players' lifetime value through proactive outbound communication, all to create a personal, engaging, and rewarding experience for our VIP players. They will identify potential VIPs and work on high-value programs, liaising with marketing departments to build long-term customer value. Additionally, this person will take on the responsibilities of Team Lead for the VIP Team, providing Quality Assurance for all Agents & assisting the Head of Retention on VIP related reporting.

Responsibilities:

• Identify potential VIP players in the database and assess their eligibility for VIP status based on existing guidelines
• Manage VIP player accounts, including handling cash back and bonus requests, and addressing any issues that may arise for VIPs
• Retain VIPs by providing excellent customer service and personalized experiences both on and off the website
• Segment VIPs according to existing guidelines to effectively target and communicate with different VIP groups
• Prepare and deliver monthly reports on VIP key performance indicators (KPIs) to the Head of Retention
• Collaborate with the team to plan and execute VIP campaigns, ensuring a high level of engagement and satisfaction among VIP players
• Define and contribute to the personalization of the VIP customer experience, both online and offline, to enhance their overall gaming experience
• Lead VIP marketing strategies to support the retention marketing program, ensuring effective targeting and communication with VIP players
• Take the lead on special projects aimed at improving the profitability of the active VIP and hosted customer base, including Quality Assurance of all Team Communications
• Continuously identify new areas for improvement and development of VIP lifecycle campaigns and effectively communicate these opportunities to business leaders.
• Stay updated with i-gaming/gambling industry trends, insights, topics, and best practices to ensure the company remains competitive in the market

Requirements: 

• Have 5+ years of Gaming industry experience in a CS and VIP focused position
• Knowledge of Gaming products & VIP retention strategies
• Fluent in English
• Strong written and verbal communication skills
• Ability to multi-task and handle high-pressure situations
• Ability to maintain strict confidentiality
• Analytical and action-oriented

"What’s in it for me" we hear you ask?

• A global and dynamic work environment, working with some of the best Casino talent in the world
• A company full of personal growth opportunities, where you'll be trusted to work autonomously, in a down-to-earth and collaborative, non-corporate style atmosphere
•  A choice of work locations. We are a remote-first company with colleagues all over the world and a head office in Cyprus. The choice is yours!
• Flexible working. We're all human, and life throws challenges in all shapes and sizes Understanding, flexibility, and trust in where, when, and how we work to make MBG Digital stand out from the crowd
• Rest and recharge with plenty of time off throughout the year
• A competitive compensation package, reviewed regularly

Equal Opportunities

MBG Digital is an equal opportunity employer welcoming applicants from all backgrounds.