Manager, Community in Las Vegas, NV

Machine Zone   •  

Las Vegas, NV 89101

Industry: Media


5 - 7 years

Posted 56 days ago

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