Keywords Studios provides creative and technical services to the international video game industry. Founded in 1998, the company is globally headquartered in Dublin, Leinster, Irel
Lead Solutions Architect, VIP
Location
Canada
Posted
38 days ago
Salary
0
Seniority
Senior
Job Description
Lead Solutions Architect, VIP
Keywords Studios
• Architect end-to-end VIP engagement models, defining the "Player Journey" for high-value spenders—from tiered support access to proactive account management. • Design and configure proactive outreach campaigns within Helpshift to drive incremental revenue and re-engagement. • Develop the frameworks for reporting on VIP program health, focusing on metrics like NRR, churn reduction among top-tier spenders, and campaign ROI. • Act as the Subject Matter Expert for all VIP service inquiries. • Collaborate with Operations teams to define the specific profile, training, and "soft-skill" requirements for VIP Account Managers. • Own the narrative for all VIP-related bids, articulating a sophisticated approach to player psychology and retention that sets Keywords apart.
Job Requirements
- 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.
- Deep understanding of "Support as a Profit Center."
- Must be fluent in English (both verbally and in writing).
- Excellent presence and communication skills.
- Proven ability to turn player data and client goals into a structured, scalable service program.
- A deep understanding of the "Whale" or VIP player psyche across different genres (e.g., Mobile 4X, Casino, AAA Live Service).
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