VIP Account Operations Team Lead

Playtime Entertainment Corp.; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Playtime Entertainment Corp. seeks an experienced VIP Account Operations Leader to coach and oversee the VIP team, driving engagement, retention, and reactive initiatives for premium customers.

You will monitor activity, analyze data, and coordinate with Marketing, Finance, Product, and Compliance to resolve issues and improve VIP operations. Strong leadership and bilingual communication in English and Filipino are essential.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, Hospitality, or a related field.
• 3-5 years of relevant experience in VIP operations, key account management, customer operations, relationship management, or similar roles.
• At least 1-2 years of Team Lead or people-management experience.
• Experience handling VIP, premium, or high-value customers is strongly preferred.
• Experience in gaming, entertainment, casino, hospitality, fintech, e-commerce, or telecommunications is an advantage.
• Strong leadership, communication, analytical, problem-solving, and customer relationship skills.
• Excellent English and Filipino communication skills.
• Willing to work flexible schedules when required.

Responsibilities

• Lead, coach, and monitor the performance of the VIP Account Operations team
• Manage VIP customer relationships, engagement, retention, and reactivation initiatives
• Monitor customer activity and identify potential churn or account growth opportunities
• Track team and customer KPIs, including retention, activity, engagement, and revenue contribution
• Handle complex or sensitive VIP customer escalations
• Analyze customer data and recommend strategies to improve account performance
• Collaborate with Marketing, Customer Service, Finance, Product, Compliance, and other teams to resolve issues and improve VIP operations
• Maintain high service standards and continuously improve VIP processes and SOPs

Skills

Leadership

Communication

Analytical

Customer relations

Problem solving

VIP handling

Education

Bachelor's degree in Business, Marketing, Communications, Hospitality, or related field

Job description

About the role

Lead, coach, and monitor the performance of the VIP Account Operations team while managing VIP customer relationships, engagement, retention, and reactivation initiatives.

Key responsibilities

• Lead, coach, and monitor the performance of the VIP Account Operations team

• Manage VIP customer relationships, engagement, retention, and reactivation initiatives

• Monitor customer activity and identify potential churn or account growth opportunities

• Track team and customer KPIs, including retention, activity, engagement, and revenue contribution

• Handle complex or sensitive VIP customer escalations

• Analyze customer data and recommend strategies to improve account performance

• Collaborate with Marketing, Customer Service, Finance, Product, Compliance, and other teams to resolve issues and improve VIP operations

• Maintain high service standards and continuously improve VIP processes and SOPs

About you

• Bachelor's degree in Business, Marketing, Communications, Hospitality, or a related field

• 3-5 years of relevant experience in VIP operations, key account management, customer operations, relationship management, or similar roles

• At least 1-2 years of Team Lead or people-management experience

• Experience handling VIP, premium, or high-value customers is strongly preferred

• Experience in gaming, entertainment, casino, hospitality, fintech, e-commerce, or telecommunications is an advantage

• Strong leadership, communication, analytical, problem-solving, and customer relationship skills

• Excellent English and Filipino communication skills

• Willing to work flexible schedules when required