Lead Solutions Architect – VIP Services

This is a fully remote position, open to applicants in Poland.

📋 Description

• Design comprehensive VIP engagement strategies, outlining the "Player Journey" for high-value spenders, including tiered support access and proactive account management.

• Collaborate with Operations teams to establish the specific profile, training, and “soft-skill” requirements for VIP Account Managers to maintain a premium service standard.

• Create reporting frameworks for monitoring VIP program health, concentrating on metrics such as NRR, churn reduction among top-tier spenders, and campaign ROI.

• Serve as the Subject Matter Expert for VIP services, facilitating discussions with client leadership to showcase how our tailored human-service models positively influence their financial outcomes.

• Take ownership of the narrative for all VIP-related proposals, conveying a refined strategy to player psychology and retention that distinguishes Keywords from competitors.

• Develop and implement proactive outreach campaigns within Helpshift aimed at generating additional revenue and re-engagement, such as recovering lapsed spenders, converting webstore cart abandonment, and inviting clients to special events.

⛳️ Requirements

• Over 8 years of experience in Player Support or Account Management, with a minimum of 3 years dedicated to VIP, High-Net-Worth (HNW), or loyalty program management within the gaming or luxury digital services sectors.

• Profound knowledge of the concept of “Support as a Profit Center,” encompassing LTV (Lifetime Value), NRR (Net Revenue Retention), and strategies for mitigating churn.

• Outstanding presence and communication abilities, capable of establishing immediate trust with client-side Product Managers and Commercial Directors.

• Demonstrated expertise in transforming player data and client objectives into a structured, scalable service program.

• In-depth understanding of the VIP or “Whale” player mentality across various genres such as Mobile 4X, Casino, and AAA Live Service.

🏝️ Benefits

• Comprehensive health and wellness benefits package.

• Opportunities for professional development and career advancement.

• Flexible work environment with remote work options.

• Competitive salary and performance-based incentives.