VIP Manager (Account management) STFC
Scopely is looking for a VIP Manager (Account management) to join our Star Trek Fleet Command team in Barcelona on a hybrid basis.
At Scopely, we care deeply about what we do and want to inspire play, every day – whether in our work environments alongside talented colleagues or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing, and innovating in the mobile games industry, connecting millions of players around the world daily.
Star Trek Fleet Command is a standout success in the gaming industry. Launched in 2018, our in-house developed 4X MMO has continually evolved, earning its place as one of the top-grossing games on the market. Our next chapter is bold: we’re evolving the traditional 4X experience in STFC — and we need smart systems to power that next step.
What You’ll Do
● Establish and nurture relationships with a large group of VIP Players and proactively
anticipate customer needs based on the portfolio's VIP Strategy
● Have regular communication with VIPs through a variety of communication
channels (eg by live chat, email, and by phone)
● Might manage a community channel dedicated to VIPs if relevant (for example,
Discord servers, Facebook groups…)
● Communication will be two-way - players will be able to contact you for prompt
resolution on issues they may have, and at the same time, you will work on
engaging with them proactively
● Triage new game bugs and coordinate with Quality Assurance and/or Product
teams to identify and resolve game issues quickly to provide players with a fast
resolution to their inquiry
● Oversee and direct a group of VIP support agents to keep resolution times low and
customer satisfaction high
● Work with the Community team and Player Care teams to understand upcoming
events, and product updates and ensure that your VIPs are kept up to date
● You will be the voice of our VIP players, providing insight and being able to engage
with our User Research and Product teams to provide feedback on what our VIPs
love and which aspects they’d like to change
● Monitor key KPIs such as contact rates, player activity, spending patterns, and lapse
players, and act on these trends for your players● Analyze past and current player behaviors and how they can be improved by
bonuses, gifts or events, or any other initiatives needed to grow customer loyalty
● Establish and nurture relationships with a large group of VIP Players and proactively
anticipate customer needs based on the portfolio's VIP Strategy
● Have regular communication with VIPs through a variety of communication
channels (eg by live chat, email, and by phone)
● Might manage a community channel dedicated to VIPs if relevant (for example,
Discord servers, Facebook groups…)
● Communication will be two-way - players will be able to contact you for prompt
resolution on issues they may have, and at the same time, you will work on
engaging with them proactively
● Triage new game bugs and coordinate with Quality Assurance and/or Product
teams to identify and resolve game issues quickly to provide players with a fast
resolution to their inquiry
● Oversee and direct a group of VIP support agents to keep resolution times low and
customer satisfaction high
● Work with the Community team and Player Care teams to understand upcoming
events, and product updates and ensure that your VIPs are kept up to date
● You will be the voice of our VIP players, providing insight and being able to engage
with our User Research and Product teams to provide feedback on what our VIPs
love and which aspects they’d like to change
● Monitor key KPIs such as contact rates, player activity, spending patterns, and lapse
players, and act on these trends for your players● Analyze past and current player behaviors and how they can be improved by
bonuses, gifts or events, or any other initiatives needed to grow customer loyalty
What We’re Looking For
● 4+ years of work experience in a VIP team, customer service or customer support
role
● Casino/gaming VIP or host experience a plus
● Video game or mobile game experience a plus
● Data-driven with an ability to understand trends and find ROI-positive solutions
● Tremendous communication skills, including excellent written and spoken English
● Must have a passion for conflict resolution and problem-solving
● Strong evidence of contributing to customer satisfaction and retention
● Account management experience
● Ability to analyze and draw conclusions from raw data
● Need to have creative impulses and the confidence to share ideas with teammates
● Outgoing, likable, enthusiastic, and driven to achieve results
Bonus Points
● Ability to produce target-specific campaigns and report pre / post-campaign
● Proven experience in VIP portfolio / ROI-driven growth
● Experience in VIP account management for a mobile game or product
● Proven experience in analytical, reporting, and budget management
Please submit all resumes in English
About Scopely
Scopely is a leading video game and global interactive entertainment company, home to many of the world’s most beloved and enduring experiences, including two of the most successful mobile games of all-time “MONOPOLY GO!” and “Pokémon GO,” along with “Stumble Guys,” “Star Trek™ Fleet Command,” “MARVEL Strike Force,” “WWE Champions,” the Scrabble® franchise, “Yahtzee® With Buddies,” and many others. Across mobile, web, PC, and console, Scopely creates, develops, publishes, and live-operates one of the most diversified and award-winning portfolios in the games industry — bringing hundreds of millions of players together through a shared love of play.
Founded in 2011, Scopely is powered by its exceptional team — including thousands of world-class gamemakers around the globe, a distinctive tenet-driven culture, and its proprietary technology platform, Playgami. Together, these strengths have fueled Scopely’s position as the #1 mobile games company in the U.S. and #2 globally, generating more than $10 billion in lifetime revenue. Whether building global sensations like “MONOPOLY GO!” from the ground up, or expanding through strategic acquisitions, including the FoxNext, GSN, and Niantic games businesses — Scopely consistently delivers experiences players love today and return to for years to come.
Recognized multiple times as one of the "100 Most Influential Companies in the World" by TIME magazine and one of Fast Company's "World's Most Innovative Companies" and “Best Workplaces for Innovators,” Scopely believes that video games can be a force for good — creating meaningful connections, vibrant communities, and making life better through play.
Scopely has global operations and partners across four continents in more than a dozen countries worldwide. For more information, visit: https://www.scopely.com/.
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