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VIP Services Manager

The Role

The VIP Services Manager will manage a team of premium service specialists (VIP Representives) and their operations. The VIP Services Manager defines, coaches, and calibrates the high standards of support and service their team delivers to high value clientele, with ongoing retention of our most valued mobile gaming customer segments being the topline program objective.

Skills and Requirements

  • Lead recruiting, training and maintaining staffing levels of a team specialising in building relationships with customers within their client portfolio on a multi-channel basis (primarily via chat, but also email, telephone, etc. as needed).
  • Provide assignments to the team’s operational objectives and team building, as well as instruction, coaching, and evaluation on  a contributor performance level.
  • Ability to spot patterns in customer behavior on both an individual and aggregate level and develop plans to positively impact their experience based on this knowledge.
  • Serve as an advocate for the customer throughout the organisation.
  • Decipher, aggregate, and clearly document emergent customer issues from the teams and their escalations to appropriate internal parties and other team stakeholders.
  • Operationalise, track, and refine program and contributor KPIs.

About You

  • Previous experience in a senior supervisor or management role  within customer facing teams, providing exceptional service to VIP/high value clientele - experience in mobile gaming a plus.
  • Mastery of customer service fundamentals and deliver authentic relationships with the customer - but also ability to define, communicate, and and obtain results from others through continuous coaching.
  • Strong troubleshooting abilities.
  • Solid multitasking skills and attention to detail.
  • Excellent organizational, written, and interpersonal communication skills.
  • Ability to provide clear and concise reports/presentations representing own work, team effort, and the voice of the customer.
  • Self-motivated and results driven.

About Us

Product Madness burst into life in 2007 as the brainchild of two Stanford Business MBA graduates who possessed an innate love of gaming. Initially, the entrepreneurs developed casual games for Facebook and mobile, before having a ‘light-bulb moment’ in 2009 and refocusing their efforts with laser-guided precision on the exploding social casino genre. They have been bringing world-class social slots to real slots fans ever since! Now part of Aristocrat Leisure, Product Madness have published hit titles Heart of Vegas, Cashman Casino and FaFaFa on Facebook, iOS and Android platforms and have grown considerably in size over the past year with offices in London, Austin, Las Vegas and San Francisco.

Product Madness’ dedication to promoting diversity and inclusion is clearly reflected in all our content and across all our platforms. Diversity is more than a commitment at Product Madness—it is in the core values of what we do.  We are fully focused on equality and believe deeply in diversity of age, disability, sex, sexual orientation, gender reassignment, maternity, marriage or civil partnership, religion, race and all the other fascinating characteristics that make us different​.

What is great about working at Product Madness?

A spacious kitchen in our state of the art office in swanky Farringdon which includes free cereal, fruit and onsite Barista, weekly breakfast and lunches plus an awesome games room that includes table tennis, PlayStation, Foosball table and Yoga studio. On top of this we have a top 25 grossing app!!!

Benefits

  • Up to 5% employer pension contribution with Aviva 
  • Private Health insurance with Vitality 
  • Full dental insurance 
  • Life Insurance 
  • Long term disability insurance 
  • 25 days’ holiday 
  • Employee assistance programme
  • Bonus scheme 
  • Eyecare vouchers 
  • Events throughout the year 
  • Free coffee shop/free food throughout the week 
  • Subsidised Gym
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