At a Glance
- Tasks: Lead the design and strategy for VIP player engagement programs in gaming.
- Company: Join Keywords Studios, a global leader in gaming support and services.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team environment focused on innovation and player engagement.
- Why this job: Make a real impact on player experiences and revenue in the gaming industry.
- Qualifications: 8+ years in player support with VIP management experience required.
The predicted salary is between 60000 - 80000 € per year.
At Keywords Studios, we turn our passion for games, technology, and interactive storytelling into world‑class support for the creators who shape the industry. Since 1998, we've grown into a global network of 70+ studios, partnering with the biggest names in gaming across every stage of development — from early concept to launch and live operations. Our goal is simple: to be the go‑to global platform for technical and creative services in the video games industry. We help teams stay agile, scale quickly, and focus on building unforgettable player experiences.
With deep expertise across our industry‑leading service lines and a worldwide team of specialists, we work side by side with our clients as their trusted partner, providing the talent, technology, and reach needed to bring great games to life. Join us and help drive the adoption and growth of our Player Engagement Specialized Services, including Trust & Safety, Monetization, and VIP Concierge.
Role Overview
Keywords Studios is seeking a Lead Solutions Architect for VIP Services to lead the design and strategy of our high‑value player engagement programs. In the gaming industry, VIPs represent a critical segment of both community and revenue; this role is dedicated to architecting the bespoke services that keep those players engaged, valued, and retained. You will be the primary architect for our VIP Account Management offerings, designing programs that go beyond traditional support to focus on Net Revenue Retention (NRR) and proactive engagement. You will act as the strategic lead during the sales process, instilling confidence in major publishers that we can manage their most valuable assets with the necessary gravitas and data‑driven precision.
Key responsibilities
- VIP Program Leadership
- VIP Program Design – Architect end‑to‑end VIP engagement models, defining the “Player Journey” for high‑value spenders – from tiered support access to proactive account management
- Operational Blueprinting – Work with Operations teams to define the specific profile, training, and “soft‑skill” requirements for VIP Account Managers to ensure a premium service standard
- Analytics & Reporting
- Revenue‑Centric Reporting – Develop reporting frameworks for VIP program health, focusing on metrics like NRR, churn reduction among top‑tier spenders, and campaign ROI
- Communication & Sales
- High‑Stakes Consultative Sales – Act as the Subject Matter Expert for VIP services, leading discussions with client leadership to demonstrate how our bespoke human‑service models directly impact their bottom line
- RFP Leadership (VIP Segment) – Own the narrative for all VIP‑related bids, articulating a sophisticated approach to player psychology and retention that sets Keywords apart
- Business Growth
- Proactive Growth Strategy – Design and configure proactive outreach campaigns within Helpshift to drive incremental revenue and re‑engagement (e.g., lapsed spender recovery, webstore cart abandonment conversion, and special event invitations)
Qualifications
- 8+ years in Player Support or Account Management, with at least 3+ years specifically focused on VIP, High‑Net‑Worth (HNW), or loyalty program management within the gaming or luxury digital services space
- Deep understanding of “Support as a Profit Center,” including LTV (Lifetime Value), NRR (Net Revenue Retention), and churn mitigation strategies
- Exceptional presence and communication skills, with the ability to build immediate trust with client‑side Product Managers and Commercial Directors
- Proven ability to turn player data and client goals into a structured, scalable service program
- Deep understanding of the VIP or “Whale” player psyche across different genres (e.g., Mobile 4X, Casino, AAA Live Service)
Keywords Studios is dedicated to following a well‑established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.
VIP Solutions Program Manager - Remote employer: Keywords Studios
At Keywords Studios, we pride ourselves on being a leading employer in the gaming industry, offering a dynamic and inclusive work culture that fosters creativity and innovation. Our remote work model allows for flexibility while providing ample opportunities for professional growth and development, ensuring that our employees can thrive in their careers. Join us to be part of a passionate team dedicated to delivering exceptional player experiences and driving the future of gaming.
StudySmarter Expert Advice🤫
We think this is how you could land VIP Solutions Program Manager - Remote
✨Tip Number 1
Network like a pro! Reach out to folks in the gaming industry, especially those who work at Keywords Studios. A friendly chat can open doors and give you insider info on what they’re really looking for in a VIP Solutions Program Manager.
✨Tip Number 2
Show off your expertise! Prepare to discuss your experience with VIP programs and how you've driven revenue retention in past roles. Use real examples to illustrate your impact – it’ll make you stand out during interviews.
✨Tip Number 3
Be proactive! If you see an opportunity to engage with Keywords Studios, don’t wait for them to come to you. Apply through our website and follow up with a personalised message to express your enthusiasm for the role.
✨Tip Number 4
Stay updated on industry trends! Knowing the latest in player engagement and VIP services will not only help you in interviews but also show that you’re genuinely passionate about the gaming world and ready to contribute.
We think you need these skills to ace VIP Solutions Program Manager - Remote
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the VIP Solutions Program Manager role. Highlight your experience in player support and account management, especially focusing on VIP services. We want to see how your skills align with our mission at Keywords Studios!
Showcase Your Passion:Let your enthusiasm for gaming and player engagement shine through in your application. Share any relevant projects or experiences that demonstrate your love for the industry. We’re all about passion here at Keywords Studios, so don’t hold back!
Be Data-Driven:Since this role involves analytics and reporting, include specific metrics or achievements from your past roles. Show us how you’ve contributed to revenue retention or improved player engagement. Numbers speak volumes, and we love a good success story!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way to ensure it gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Keywords Studios
✨Know Your VIPs
Before the interview, dive deep into understanding what makes VIP players tick. Familiarise yourself with different player segments and their behaviours in the gaming industry. This knowledge will help you articulate how you can design bespoke services that keep high-value players engaged.
✨Showcase Your Analytical Skills
Be prepared to discuss how you've used data to drive decisions in previous roles. Highlight any experience you have with metrics like Net Revenue Retention (NRR) and churn reduction. Bring examples of how your analytical approach has positively impacted player engagement or revenue.
✨Communicate with Confidence
Since this role involves high-stakes consultative sales, practice articulating your ideas clearly and confidently. Use examples from your past experiences to demonstrate your exceptional communication skills and how you've built trust with clients in the past.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think about potential challenges in VIP account management and how you would address them. This will show your strategic thinking and readiness to lead VIP programs effectively.
