Keywords Studios is seeking a VIP Solutions Program Manager to lead the design and strategy of our high-value player engagement programs. In the gaming industry, VIPs represent a critical segment of both community and revenue; this role is dedicated to architecting the bespoke services that keep those players engaged, valued, and retained.
You will be the primary architect for our VIP Account Management offerings, designing programs that go beyond traditional support to focus on Net Revenue Retention (NRR) and proactive engagement. You will act as the strategic lead during the sales process, instilling confidence in major publishers that we can manage their most valuable assets with the necessary gravitas and data-driven precision.
Key Responsibilities- VIP Program Design: Architect end-to-end VIP engagement models, defining the "Player Journey" for high-value spenders—from tiered support access to proactive account management.
- Proactive Growth Strategy: Design and configure proactive outreach campaigns within Helpshift to drive incremental revenue and re-engagement (e.g., lapsed spender recovery, webstore cart abandonment conversion, and special event invitations).
- Revenue-Centric Reporting: Develop the frameworks for reporting on VIP program health, focusing on metrics like NRR, churn reduction among top-tier spenders, and campaign ROI.
- High-Stakes Consultative Sales: Act as the Subject Matter Expert for all VIP service inquiries. You will lead discussions with client leadership to demonstrate how our bespoke human-service models directly impact their bottom line.
- Operational Blueprinting: Work with Operations teams to define the specific profile, training, and "soft-skill" requirements for VIP Account Managers to ensure a premium service standard.
- RFP Leadership (VIP Segment): Own the narrative for all VIP-related bids, articulating a sophisticated approach to player psychology and retention that sets Keywords apart.
- VIP & Retention Expertise: 8+ years in Player Support or Account Management, with at least 3+ years specifically focused on VIP, High-Net-Worth (HNW), or Loyalty program management within the gaming or luxury digital services space.
- Revenue Mindset: Deep understanding of "Support as a Profit Center." You should be comfortable discussing LTV (Lifetime Value), NRR (Net Revenue Retention), and churn mitigation strategies.
- Executive Gravitas: Exceptional presence and communication skills. You must be able to build immediate trust with client-side Product Managers and Commercial Directors who are protective of their top-tier revenue drivers.
- Strategic Design: Proven ability to turn player data and client goals into a structured, scalable service program.
- Gaming Industry DNA: A deep understanding of the "Whale" or VIP player psyche across different genres (e.g., Mobile 4X, Casino, AAA Live Service).
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.
Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.
That would be it from us - now we are waiting for your move!
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Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace, which provides for equal opportunities for all employees and potential employees. Note to Recruitment Agencies Please be advised that Keywords Studios does not consider unsolicited resumes, or any form of contact initiated by unauthorized third parties, including recruitment or placement agencies, unless a pre-existing, valid agreement is in place. Any fees incurred by unauthorized third parties will not be compensated by Keywords Studios.
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https://www.keywordsstudios.com/en/applicant-privacy-notice.
Keywords Studios is committed to fair and ethical hiring practices. We expect candidates to conduct themselves with honesty and to participate in all applications and interviews independently, presenting their own knowledge and experience. Candidates should refrain from using AI assistance or third-party tools or services that could influence, capture, or otherwise interfere with the authenticity of the assessment process.
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Role Information: EN
Studio: Keywords Studios
Location: America
Area of Work: Player Engagement
Service: Engage
Employment Type: Permanent
Working Pattern: Full Time, Remote
Skills Required
- 8+ years in Player Support or Account Management
- 3+ years focused on VIP or Loyalty program management
- Deep understanding of LTV and NRR
- Exceptional communication skills
- Understanding of VIP player psyche
What We Do
Keywords Studios is an international technical and creative services provider to the global video games industry and beyond. We bring to life digital content that entertains, connects, challenges and educates people worldwide. Established in 1998, and now with more than 65 facilities in 22 countries strategically located in Asia, the Americas, Australia and Europe, we provide integrated art creation, marketing services, software engineering, testing, localization, audio and customer care services across more than 50 languages and 16 games platforms to a blue-chip client base of more than 950 clients across the globe.
