VIP Account Management Team Lead

Anakatech is an innovative technology company focused on the development of its iGaming Platform and unique variety of soft games both web and mobile-based. The company is B2B oriented and accomplishes the whole cycle, from the development of games to the support of our partners & end-users.

Established in 2013, with an office in Sofia, Bulgaria, Anakatech’s growing global teams of highly skilled professionals offers our clients expertly developed software, a spectacular selection of games, comprehensive business solutions, achieved through our marketing, analytical, and support services, while still retaining the enthusiasm of industry pioneers.

With the rapid expansion of our Bulgarian office, we are looking for a highly-motivated person to join our team as a VIP Account Management Team Lead.

Responsibilities:

• Daily monitoring and analysis of the VIP Loyalty Dept. KPI’s performance. Organizing an actionable improvement plan if required. Communicate and approve it with the department Head
• Act as an escalation point of the team’s needs, queries, and issues and communicate with other departments within the organization to achieve needed solutions
• Following on the team’s daily tasks completion and regularly reviewing, should any updates be required. Give accordingly an operational direction while keeping updated the department Head
• Approve team members’ paid leaves while ensuring proper language coverage among the markets covered by the department
• Hold regular weekly/ bi-weekly 1 to 1 team members meetings to provide performance feedback, keep high motivation and morale levels
• Setting up business meaningful and measurable team members’ yearly objectives.
• Hold team performance review meetings twice a year
• Managing monthly departmental and individual performance reports. Create ad hoc reports according to the business needs
• Working with BI, CRM, CS, Content, QA, Product teams on reports, analysis, marketing campaigns ,product improvements, high value customer cases, VIP operational processes and other based on the business needs that translate into departmental KPIs improvement or improvement of the daily team’s workflow
• Acting as a role model to the team by promoting an engaging, proactive, creative, and collaborative working environment
• Conducting interviews with HR on new hires and preparing onboarding plans for the new team joiners
• Seeking for opportunities/weak points of the VIP player journey that could be CRM automated aiming an increase of the player lifetime value and retention
• Ensuring that the team is up to date with relevant business changes
• Plan and manage ad hoc/regular player retention/reactivation online and offline campaigns
• Discover training needs, provide team coaching
• Listen actively to team members’ feedback and act upon resolving any issues or conflicts
• Configure promotional campaigns on a regular basis
• Create improvement plans for team members if needed
• Active participation in new hires recruitment process
• Collaborative work with the other VIP & Loyalty Dept. Leads
• Manage tasks within deadlines set by the department Head
• Full report to the Head of VIPs & Loyalty

Requirements

• Bachelor’s degree
• Proven experience in a similar role within the iGaming industry, with a strong understanding of VIP player management and retention strategies
• Analytical mindset with the ability to interpret data and make data-driven decisions
• Strong organizational skills and attention to detail
• Fluent level of English- both written and spoken
• Fluent level of second language - will be considered as a plus
• Developed soft & people skills
• Ability to multitask
• Ability to make decisions and react under pressure
• Ability to learn and adapt in a dynamic, multicultural, multilingual environment

Benefits

• Additional creative days off (up to 32 days of paid leave per year)
• Work from anywhere (remote, hybrid or on-site)
• Competitive salary;
• Monthly bonus;
• A dynamic and rapidly growing global company;
• Great and supportive work environment;
• Bonus day off for a Birthday;
• Special occasions gifts, team building events, happy hours and more;
• Very good benefits system which includes sports card, additional health insurance (with dental services) and others;
• Long-term career opportunity and job security in a multinational company;
• Brand new offices with play and relaxation zones. Ahh and a fabulous 360-degree view of Sofia :-)