At a Glance
- Tasks: Build relationships with VIP players and deliver personalised experiences remotely.
- Company: Join a dynamic team in the online gaming industry focused on player satisfaction.
- Benefits: Competitive salary, performance bonuses, 28 days paid leave, and remote work flexibility.
- Other info: Enjoy a fully remote role with excellent career growth opportunities.
- Why this job: Make a real impact by enhancing VIP player experiences and engagement.
- Qualifications: Experience in customer relationship management and fluency in English and Mandarin required.
The predicted salary is between 37000 - 44000 £ per year.
Role Overview
We are looking for a proactive and relationship-focused VIP Host to deliver a high-touch and personalized experience for our UK-based VIP players.
In this role, you will build long-term player relationships, manage regular outbound communications, support VIP engagement programs, and work closely with our global teams to improve player satisfaction and retention.
As the role involves frequent collaboration with Chinese-speaking internal stakeholders, professional working proficiency in both English and Mandarin Chinese is required.
- Employment Details
- Employment type: Full-time, permanent
- Working model: Fully remote, with no regular office attendance required
• Location requirement
- Candidates must be based in UK
- Working hours: Monday to Friday, 9:00 a. m. to 6:00 p. m., including a one-hour break.
Employees may choose when to take the break within the working day, subject to operational requirements.
- Annual salary: £37,000–£44,000, depending on experience
- Performance bonus: Additional monthly and annual performance-based bonuses
- Visa sponsorship: Applicants must already have the right to work in the UK.
This role is not currently eligible for visa sponsorship.
Key Responsibilities
- Build and maintain strong relationships with UK-based VIP players through frequent and personalised communication across approved channels, including SMS, in-app chat and email.
- Deliver a high-touch, engaging and responsive player experience, ensuring VIP players feel valued and well supported.
- Monitor player activity and engagement patterns, identify potential churn signals and take timely action to support player retention.
- Conduct regular outbound engagement, including player check-ins, event invitations and personalised interactions.
- Handle player enquiries, feedback and complaints with empathy and professionalism, working towards positive and appropriate resolutions.
- Support the delivery of VIP programmes, including promotions, rewards, events and exclusive benefits.
- Meet agreed daily and weekly outreach and interaction targets while maintaining a strong focus on communication quality and player satisfaction.
- Accurately document player interactions, preferences and feedback in the relevant internal systems.
- Communicate player feedback, operational updates and business insights clearly to Chinese-speaking internal stakeholders.
- Collaborate with Product, Marketing, Operations and other relevant teams to provide a consistent and seamless player experience.
- Follow internal policies relating to player communications, data protection, confidentiality and professional conduct.
- Required Qualifications
- At least one year of experience in outbound engagement, CRM, customer relationship management, account management or a related role.
- Proven experience building long-term relationships with high-value customers and contributing to measurable retention, engagement or revenue outcomes.
- Strong analytical and data interpretation skills, with the ability to use metrics, dashboards and CRM tools to inform day-to-day decisions.
- Excellent written and verbal English communication skills, with the ability to communicate clearly, professionally and naturally with UK-based players.
- Professional working proficiency in
Mandarin Chinese , with the ability to communicate effectively with Chinese-speaking internal stakeholders in meetings, written correspondence and day-to-day collaboration.
- A proactive, self-motivated and detail-oriented approach, with a strong sense of ownership and a results-focused mindset.
- Ability to manage regular outbound communications and multiple player relationships in an organised and responsive manner.
- Proficiency in Microsoft Office, CRM platforms and internal communication tools.
- Preferred Qualifications
- Experience in mobile gaming, online entertainment or another digital consumer industry where user engagement and lifetime value are key success measures.
- Previous experience in VIP management, CRM marketing, player retention, customer success or account management, with measurable business impact.
- A bachelor’s degree in Business, Marketing, Communications or a related field, or equivalent relevant professional experience.
- A strong understanding of player motivation, consumer behavior and personalised engagement strategies.
Compensation and Benefits
- Annual salary of £37,000–£44,000, depending on experience
- Additional monthly performance-based bonus
- Additional annual performance-based bonus
- 28 days of paid annual leave, inclusive of UK bank holidays
- Workplace pension contributions of 3% from the employer and 5% from the employee, subject to applicable auto-enrolment rules
- Fully remote working, with no regular office attendance required
VIP Host - English and Mandarin Speaking in Nottingham employer: AVIA
Acron Aviation is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. As a Senior Marketing Specialist in the Flight Data Intelligence sector, you will have the opportunity to shape impactful marketing strategies that enhance aviation safety and operational performance while working alongside a dedicated team committed to professional growth and continuous improvement. With a focus on employee development and a culture that values creativity and results, Acron Aviation stands out as a rewarding place to advance your career in the heart of the UK's aviation industry.
StudySmarter Expert Advice🤫
We think this is how you could land VIP Host - English and Mandarin Speaking in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AVIA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AVIA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VIP Host - English and Mandarin Speaking in Nottingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AVIA:Your cover letter is your chance to shine! Tell us why you want to work at AVIA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AVIA!
How to prepare for a job interview at AVIA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
