• Develop and maintain strong relationships with premier players • Drive key VIP sales metrics • Execute against all VIP policies and guidelines • Compile and analyze data to identify trends • Proactively offers solution-based suggestions

• Champion, lead, and coordinate non-labor spend management for assigned accounts • Develop and execute account plans, project plans, and work plans • Engage client leadership on challenges across non-labor spend categories • Navigate client governance to secure decisions and drive adoption • Own value realization for the spend roadmap • Deliver influential value propositions and decision making narratives • Build and sustain trusted relationships with stakeholders • Lead regular internal team meetings for workplan progress and risks

Role Description The Executive Customer Relations (ECR) team manages IN trans related escalations for rescue, root causing, and medium/long term systemic changes. The team manages multiple programs such as INOPS VPI, ECR email escalations, and customer rescue programs. The team liaises with stakeholders across the IN Network to develop proactive rescue mechanisms, solutions, and systemic fixes around the opportunities identified through root cause analysis to improve customer experience. We have a 5-day work week but given the 7 days a week operation, the 2 scheduled days off will vary based on shift patterns and business needs. Key job responsibilities - Respond to inquiries from leaders, in addition to resolving contacts (received through escalation channels). - Communicate effectively and professionally with CS and non-CS departments. - Work on a detailed root cause analysis. - Recognize systemic and quality concerns contributing to poor customer experiences and communicate to appropriate stakeholders. A day in the life: You will address customer issues by rescuing the customer but also by identifying and measuring root cause of the customer's experience failure and presenting your findings and recommendations to the right stakeholders who can fix process or technology that caused customer defect. Qualifications - Experience working with customers with a passion for delivering exceptional service, or experience that includes strong analytical skills, attention to detail, and effective communication abilities. - Experience in English-language communication skills, both written and verbal. - 1+ years of customer service experience, or Bachelor's degree in management, business administration, economics, engineering, marketing. - Work flexible shifts including nights, weekends, or holidays in a 24/7/365 environment. - Can work proactively and independently, meet deadlines, and deliver on projects and tasks. - Experience handling administrative details independently, while exercising good judgment in keeping team members adequately informed. - Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in managing and troubleshooting network and experience working with customers with a passion for delivering exceptional service. Preferred Qualifications - Experience handling confidential information and maintaining professionalism in dealing with senior executives, or experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround. - Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint). - Prior experience in Customer Service. Company Description Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

• Play a crucial role in the growth and development of our VIP player base. • Drive net revenue through proactive sales tactics and promote outstanding services to new and existing VIP customers. • Work closely with other internal teams and stakeholders to manage and deliver our signature VIP experience. • Develop and maintain strong relationships with premier players through providing services and building player loyalty. • Drive key VIP sales metrics, contributing to customer engagement, market share, and net revenue. • Execute against all VIP policies and guidelines, including responsible gaming policies. • Compile and analyze data to identify trends to maximize player performance. • Proactively offers solution-based suggestions to help enhance the customer experience. • Participate in the escalation process and work with customers and other internal teams to provide a timely resolution.