Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role overview

Reporting to the CS Director.

As the Head of VIP Services, you will oversee all aspects of the VIP offering provided by Keywords Studios. You will be responsible for ensuring that our Keywords Studio clients’ VIPs receive exceptional service and personalized attention. You will lead several teams of VIP account managers and a VIP Marketing organization to create and execute a revenue generation, growth and engagement strategy. The successful candidate will have deep experience in leading execution in a fast paced environment. You will be expected to leverage data science models and reporting to build and maintain a strategy that generates engagement, retention, and monetization for Keywords’ clients. As the Leader of VIP services you will be responsible for delivering a definitive upside for each of your Keywords Studios clients.

What are we looking for? Our Head of VIP Services has a knack for the following skills:

Leadership:

• Develop, implement, and refine the VIP program to ensure each VIP Team meets their revenue goals for Keyword Studios clients.
• Set the revenue and performance goals for the VIP Operation and also VIP Marketing.
• Create and maintain a tailored VIP program for each client that delivers an impactful listening strategy to the product teams within the Keyword Studios portfolio.
• Conduct experiments within your VIP Teams that drive actual revenue or engagement results and scale the best practices to all other accounts.
• Be responsible for setting the culture of customer centricity and long term relationship building for Keywords Studio clients.
• Have experience in being an organizational motivator that can lead with flexibility and adaptability as required by the business.
• Coach a group of Operations Managers that are responsible for the results of their teams to ensure all revenue and performance goals are met.
• Be responsible for the performance management of all VIP teams.
• Foster a culture of excellence and revenue generation that ensures the team delivers on the VIP services goals.
• Build internal relationships to ensure you can address any blockers for your VIP program achieving their goals.
• Be accountable for building a QA and L&D strategy to enable your teams to provide a world class service.

Analytics:

• Be the data thought leader for the VIP program by delivering high quality hypotheses constantly to be molded into experiments for either the VIP Account Managers or VIP Marketing.
• Build and manage a data science and experiment roadmap that will enhance the VIP program.
• Deliver weekly updates for Keyword Studios’s clients’ Executives that deliver on a break even/ profitability analysis, definitive uplift reporting by VIP clients and future plans for expansion and new business.

Communication:

• Build a world class listening strategy that Keywords clients’ product teams value strongly.
• Build relationships with Keywords’ clients that ensures they are very happy with all services being provided from the VIP program.
• Provide Executive reports and expansion plans for clients on a biannual basis to drive more business for Keywords Studios.
• Be accountable for the team's organization of successful VIP events and promotions, to enhance VIP engagement.
• Set and agree all process pipelines with internal teams to ensure cohesive relationships with marketing, insights, QA, People Ops, legal and sales.
• Build and maintain all agreed processes with Keywords Studios client departments to ensure a cohesive working model (example: marketing, insights, QA, People Ops, legal and sales and any other interdepartmental process requirements).

Business:

• Ensure VIP services adhere to all regulatory guidelines in operations and marketing.
• Promote a safe and responsible gaming environment for all Keywords Studios clients VIP bases.
• Manage the VIP services budget, making efficient use of resources and investments to deliver maximum value for listening strategies and sweepstake upside.

Requirements

You'd be a great fit for this role if you have:

• Strong English skills;
• Bachelor's degree in business, marketing, or relevant area.
• 5+ Years running support or sales organizations.
• Experience with P&L, and budget management.
• Proven experience in the gaming industry in support/VIP roles.
• Proven experience in data science and experiment work.
• Strong leadership, influencing, and project management skills.
• Exceptional communication, analytical, and data-driven decision-making skills.
• Ability to work in a fast-paced and dynamic environment.
• Willingness to travel as the service expands to new territories.

Benefits

What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

• Paid Time Off that Grows with You: Kickstart your journey with us with 21 days of paid time off per year, in line with industry standards. As a testament to your dedication and long-term commitment, you'll earn an extra day of paid time off for every two years you spend with us, allowing you to enjoy up to 26 days of paid time off per year. Leadership roles enjoy additional vacation days, starting with 25 days annually and gaining an extra day for every two years, reaching a maximum of 28 days per year to ensure a healthy work environment.
• Supporting You in Life's Key Moments: We understand the importance of life's significant events. That's why we offer days off for special personal occasions, including marriage, childbirth, compassionate leave, and time off to pursue professionally relevant certifications.
• Full Remote Work Option: In line with our commitment to providing a flexible and supportive work environment, we offer the option of full remote work. You can choose to work from the comfort of your home while enjoying all the benefits of being part of the Keywords Studios team.
• Monthly Allowance of 750 RON, Growing with Loyalty: You'll receive a flexible benefits monthly allowance of 750 RON, which can be personalized to suit your needs using the Benefits online platform. As a token of our appreciation for your loyalty, on your two-year work anniversary with us, your monthly allowance will increase to 900 RON. This allowance can be used for a wide range of benefits, such as medical and dental services for you and your family members, access to sports clubs, meal tickets, private pension contributions, personal development courses (e.g., IT, accounting, finance, HR, foreign languages, and driving courses), exploring Romania's tourism, public transportation subscriptions, special gifts, utility or phone/Internet bills, and access to cultural events.
• Unlock Your Potential with Learning & Development: We believe in empowering our team members to reach their true potential. That's why we provide access to comprehensive training and digital resources tailored to your area of expertise through our Learning & Development programs.

Role Information: EN

Studio: Keywords Studios Romania

Location: Europe, Romania, Bucharest

Area of Work: Player Engagement

Service: Engage

Employment Type: Full-time

Working Pattern: Remote