Manager Of Key Account, Retention

Manager of Key Accounts, Retention
Luckyland

VGW is a fast-growing technology company and creator of market-leading online social games. With offices across Australia, USA, Canada, Malta and the Philippines we are on a mission to be the biggest gaming company in the world!

Due to major growth we are expanding our Account Management team in the US and currently looking for a Manager of Key Accounts to join the team. 

Purpose

To manage the Account Managers and Account Executives for Luckyland Slots, defining a strategic and sustainable approach to player retention, constantly analysing results and iterating to further move the needle. Allocate each Account Managers portfolio of high-spending players, and work with them to build an experience that surpasses our player's expectations. 

Define a contact approach that includes tailored offers and gifts, ensuring our high-value customers remain advocates of Luckyland Slots, whilst ensuring bad actors and high-risk players are not rewarded. Ensure team adherence to business model language, compliance obligations and company processes at all times.

Key responsibilities will include:

Continuously improve high value player retention:

• Define a strategic approach to player contacts that drives retention, growth and reactivation, while defending the business against bad actors.
• Continually examining the value proposition offered to high-value customers by our competitors, ensuring we stay ahead of the game, leveraging experiences and bonuses to retain and grow player spend with Luckyland Slots.
• Support the Director of Retention and Risk by providing player insights required to develop robust business cases and one-pagers to secure resourcing and product changes that will solve player pain points.

Analyse & Report:

• Daily review of player contact, Spins, purchase, and redemption trends, reconfiguring the team's planned contact strategy to take advantage of any emerging player behaviours or trends.
• Prepare daily/weekly reports on the performance of high-value players against agreed targets, including tracking of closed and inactive player accounts and top tier retention rates.
• P&L reviewed and reported on for all high-value players.
• Articulate and brief dashboard and reporting requirements to the Director of Retention and Risk and the Analytics team to ensure Account Managers and Account Executives have visibility over the data points they need to succeed.

Identify and Manage Risk: 

• Develop a framework to ensure Account Managers approach high-value customers with respect and care while continually being alert to potential risks and 'bad actors'.
• Maintain a regular line with PTS + Compliance team leads regarding Chargeback and Fraud rates, sharing trends in player feedback to support their risk mitigation efforts.
• Rollout and codify a quality control framework within the team, ensuring every communication is executed in line with business model requirements, compliance obligations and service expectations, providing coaching where required to mitigate risks and ensure no one is left behind.

Manage a High Performing Team: 

• Create a culture of excellence; develop & monitor core team KPIs, lead monthly account management skills and subject matter training. Engage your team and their reports in regular discussions about development opportunities designed to hone their craft and keep top performers engaged.
• Support the recruitment & selection of Account Managers, Account Executives and Team Leads in collaboration with the Director of Retention and Risk.
• Develop the mentorship skills of team leads, ensuring they have the knowledge and approach required to effectively coach Account Managers and Account Executives.
• Effectively manage the day to day running of the team, as measured by feedback from team members on management style, and Head of Account Management's assessment of overall team performance.

What you will bring to the role:

• Bachelor's Degree plus 5 years work experience managing key customer relationships and accounts, and/or equivalent combination of education and prior work experience
• Attention to detail to ensure that your communication with the players is in line with the company's business model.
• Understanding key data points to understand client behaviour and needs
• Experience managing relationships and interactions with customers and potential customers using a CRM database, ex. Zendesk, Salesforce,VBO, redash, SCUBA

About VGW

VGW has been disrupting the online gaming world since 2010 and we're only getting started. We've assembled an incredibly talented global team who bring their passion, energy and expertise to build games that people love. 

At VGW, we have a modern approach to getting work done and a focus on creating an environment where amazing people can do amazing work. That means giving you the flexibility you need, providing spaces that will keep you comfortable and finding opportunities for you to keep learning and growing.

Find out more at www.vgw.co

If you want to join a team that does things differently apply today and we look forward to seeing what you can bring to our team.

Why VGW?

We are on a huge mission to become the biggest gaming company in the world. As we grow to meet this goal, we need talented people rich in diversity to propel us forward. We truly believe the right mix of diversity and authenticity will be our winning hand.

We are committed to creating a diverse, engaging and inclusive culture for our people to shine, with a workplace that honours your experiences, perspectives, unique identity and passions. For those reasons, we encourage you to browse our employment opportunities and apply today. Please let us know of any accommodations you may need during the application process.

Base compensation for this role is $123,000USD  and benefits include accrued PTO, 401(k) company matching, health, dental, vision coverages, and the ability to work remotely!