As a Manager for our VIP team in our Community department, you will own Machine Zone's VIP strategy and execution. Your goal is to develop a program and team which engages and retains our VIP customers across every Machine Zone product. The Manager, Community will be a seasoned leader who has a proven record of building VIP customer advocacy programs.
What you'll be doing:
As the primary business owner of our VIP program lead the strategy, development, and expansion of the program.
Evolve our VIP team to become the voice of our VIP player's and the key partner to all MZ departments. Your goal is to become an elite mobile gaming VIP team
Partner with our production teams to produce engaging content aimed at retaining our players
Lead a team of VIP Coordinators to effectively tackle all projects, tasks and duties assigned to the team
Support the team's success by providing appropriate coaching, direction, training and resolution
Handle and resolve VIP customer escalations
Responsible for crisis management, triage, messaging, and response
Identify, evaluate, and report performance KPIs with a strong understanding of which measurements align with business goals
Your background and who you are:
Outstanding communication and team skills
Experience coordinating/deploying work to employees
Minimum of 2 years customer support, community, VIP relatedexperience
Minimum of 5 years in a leadership role
Experience running influencer / loyalty programs
Ability to communicate both verbally and written with customers and company personnel
Ability to effectively work individually or in a team environment
You use both quantitative and qualitative data sources to drive decisions
You have a growth mindset and have experience developing growth mindset teams.
Valid Through: 2019-11-11