Head of VIP Services - Player Engagement

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 guidel