VIP Manager
Permanent - Full TimeJob Overview
Who are we?
Tripledot is one of the largest independent mobile games companies in the world.
We are a multi-award-winning organisation, with a global 2,500+ strong team across 12 studios.
Our expanded portfolio includes some of the biggest titles in mobile gaming, collectively reaching top chart positions around the world and engaging over 25 million daily active users.
Tripledot’s guiding principle is that when people love what they do, what they do will be loved by others.
We’re building a company we’re proud of. One filled with driven, incredibly smart and detail-orientated people, who LOVE making games.
Our ambition is to be the most successful games company in the world, and we’re just getting started.
Key Responsibilities
Tripledot is elevating its approach to VIP engagement across the portfolio by strengthening concierge-level service, priority support, and high-touch lifecycle management for our most valuable players. The VIP Manager will oversee portfolio-wide VIP operations on behalf of studios, ensuring consistent service standards, proactive engagement, and seamless coordination with Customer Support and the DTC team. This position is closely connected to DTC initiatives and adjacent systems that influence VIP value, retention, and long-term player satisfaction.
Responsibilities
- Lead VIP operations across the portfolio, managing lifecycle engagement, outreach, and relationship development for high-value players.
- Serve as an advocate for VIP players, ensuring their needs, expectations, and experience are represented across studios, Customer Support, and central teams.
- Drive retention and re-engagement by identifying behavior patterns, lifecycle triggers, and opportunities to strengthen long-term loyalty.
- Partner with studios to align VIP program design, LiveOps integration, and recognition efforts that reinforce player value.
- Collaborate with Customer Support to maintain elevated service standards, priority queues, and concierge-level support for VIPs.
- Influence measurable revenue growth through improved retention, targeted outreach, and value-based engagement strategies.
- Work closely with the DTC team to ensure DTC features and loyalty systems reflect VIP needs and deliver a consistent, high-value experience.
- Monitor and report VIP KPIs, including retention, revenue, satisfaction, and engagement.
Skills, Knowledge and Expertise
- 5+ years of experience managing VIP, high-value customer, or lifecycle programs for consumer-facing products.
- Strong understanding of retention, loyalty, and value-based engagement for high-spend players.
- Experience operating high-touch or concierge-level programs in partnership with Customer Support and LiveOps teams.
- Familiarity with DTC, loyalty, or alternative payment ecosystems and their impact on player value.
- Analytical mindset with the ability to define and track VIP KPIs tied to retention, engagement, and revenue.
- Strong cross-functional communication skills and comfort operating in a multi-studio environment.