VIP Account Operations Team Lead

PlayTime Entertainment; Taguig; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

PlayTime Entertainment is seeking a VIP Account Operations Team Lead to guide a team serving high-value customers in the Philippine market. The role emphasizes VIP retention, reactivation, engagement, relationship management, service quality, and revenue growth.

You will lead coaching, retention programs, and KPI tracking while collaborating with Marketing, Finance, Product, and Compliance teams to ensure top-tier service and measurable outcomes.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, Hospitality, or related field.
• 3–5 years of VIP operations or related experience.
• 1–2 years of team lead or people-management experience.
• Experience handling VIP, premium, or high-value customers is preferred.
• Experience in gaming, entertainment, online gaming, hospitality, fintech, e-commerce, or telecommunications is an advantage.
• Strong leadership, communication, analytical, problem-solving, and customer relationship skills.
• Excellent English and communication skills.

Responsibilities

• Lead, coach, and monitor the performance of VIP Account Operations team members.
• Manage VIP customer engagement, retention, reactivation, and relationship-building strategies.
• Monitor customer activity, identify potential churn, and develop action plans.
• Track team and customer KPIs, including retention, engagement, activity, and revenue contribution.
• Handle complex or sensitive VIP customer escalations and ensure timely resolution.
• Analyze customer behavior and performance data to identify growth opportunities.
• Collaborate with Marketing, Customer Service, Finance, Payment, Product, Technical, and Compliance teams.
• Maintain and improve VIP account management processes, SOPs, and service quality.

Skills

VIP operations

Team leadership

Customer relationships

KPI tracking

English proficiency

Education

Bachelor’s degree

Job description

We are looking for a VIP Account Operations Team Lead to lead and manage a team responsible for high-value/VIP customers in the Philippine market. The role focuses on VIP retention, reactivation, engagement, relationship management, service quality, and revenue growth while ensuring strong team performance.

Key Responsibilities

• Lead, coach, and monitor the performance of VIP Account Operations team members.
• Manage VIP customer engagement, retention, reactivation, and relationship-building strategies.
• Monitor customer activity, identify potential churn, and develop appropriate action plans.
• Track team and customer KPIs, including retention, engagement, activity, and revenue contribution.
• Handle complex or sensitive VIP customer escalations and ensure timely resolution.
• Analyze customer behavior and performance data to identify growth opportunities.
• Collaborate with Marketing, Customer Service, Finance, Payment, Product, Technical, and Compliance teams.
• Maintain and improve VIP account management processes, SOPs, and service quality.

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.
• 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, online gaming, hospitality, fintech, e-commerce, or telecommunications is an advantage.
• Strong leadership, communication, analytical, problem-solving, and customer relationship skills.
• Excellent English and communication skills.
• Willing to work flexible schedules based on business requirements.