Silverspin

Account Manager

• Proactively manage relationships with high-value customers via VIP-exclusive channels (phone, email, chat, Line, etc...), ensuring an exceptional level of service and engagement.
• Monitor and analyze customer behaviour and trends to identify new opportunities and risks—taking swift and appropriate action to maximize customer lifetime value.
• Own the performance of your VIP portfolio, ensuring KPIs related to retention, reactivation, and customer satisfaction are met or exceeded.
• Develop and execute strategic campaigns, offers, and events tailored to individual VIP segments, with a strong focus on driving activity and loyalty.
• Collaborate cross-functionally with marketing, product, and operations teams to bring new initiatives to life that enhance the VIP experience.
• Identify early signs of churn or disengagement and take proactive steps to re-engage players using data-driven insights and personalized strategies.
• Help design and deliver unforgettable VIP-only experiences—both online and in person—through exclusive events and rewards programs.
• Continuously seek out ways to improve our VIP offering and deliver increased value to both customers and the business.