Group Lead VIP Support
Primary stack
Job description
About the Position
Управление несколькими командами VIP Support через Team Lead
Постановка целей и приоритетов для Team Lead
Контроль выполнения KPI в разрезе команд, сегментов и/или GEO
Сравнительный анализ эффективности команд и выявление зон просадки
Контроль retention, churn, reactivation, Deposit, GGR/NGR, In-Out, Bonus Cost, coverage и других ключевых показателей направления
Выявление системных причин изменения бизнес-показателей
Формирование и контроль action plans по проблемным командам/сегментам
Управление распределением ресурсов и нагрузки между командами
Capacity и headcount planning
Контроль эффективности структуры команд
Развитие Team Lead и повышение уровня их управленческой самостоятельности
Проведение регулярных performance review с Team Lead
Калибровка подходов к оценке сотрудников между командами
Формирование единых стандартов VIP-сервиса и контроль их соблюдения
Обеспечение единого подхода к CRM, retention, bonus management и работе с VIP-базой
Анализ системных проблем в customer journey и инициирование изменений
Контроль эффективности бонусной политики на уровне нескольких команд
Анализ повторяющихся клиентских, платежных и продуктовых проблем
Взаимодействие с руководителями CRM, Product, Payments, Risk, Analytics и других функций
Приоритизация cross-functional задач, влияющих на VIP-направление
Контроль внедрения новых процессов и оценка их результата
Масштабирование успешных практик между командами
Участие в разработке VIP-процессов, сегментации, contact strategy и retention-подхода
Подготовка консолидированной аналитики и управленческой отчётности по направлению
Эскалация системных проблем и предложений на уровень Head
Обеспечение операционной стабильности VIP Support при росте базы, трафика и нагрузки
Responsibilities
- Operational Management: Контроль выполнения SLA, KPI и сервисных показателей, анализ отклонений и внедрение корректирующих мер
- Functional Control: Контроль соблюдения стандартов коммуникации и сервиса, обеспечение выполнения внутренних политик и регламентов
- Individual Solutions for VIP Clients (Approvals): Апрув индивидуальных условий и решений для VIP-клиентов в рамках политики
- Retention Policy and Sales Plan Execution: Обеспечение выполнения утвержденной retention-стратегии команды, контроль корректного применения retention-офферов
- Interaction with Adjacent Departments: Анализ реакции клиентов на retention-офферы и сервисные изменения, участие в разработке стратегий по увеличению жизненного цикла клиента (LTV)
Requirements
- Management
- Performance Review
- KPI
- Retention
- Customer Journey
- Cross-functional
- Process Development
- Reporting
- Operational Stability
We Offer
- An exciting and challenging job in a fast-growing business group
- Great working atmosphere with passionate experts and leaders
- Beautiful offices in Warsaw, Limassol, Yerevan - work remotely or on-site
- Modern corporate equipment based on macOS or Windows
- Paid vacations, sick leave, personal event days, days off
- Corporate health insurance program
- Referral program
- Educational programs: regular internal training sessions, compensation for external education, attendance of specialized global conferences
- Rewards program for mentoring and coaching colleagues
- In-house Travel Service
- Multiple internal activities: online platform for employees, RedCore clubs, special office days dedicated to holidays
- Company events, team buildings
About the Company
We are seeking a Group Lead VIP Support to manage multiple teams, set goals, and ensure operational stability in a remote role. Join our multicultural team of top professionals in Development, Architecture, Management, Operations, Marketing, Legal, Finance, and more. Share in our success-driven mindset and friendly culture.
© PIN-UP Global. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
PIN-UP Global is an international holding specializing in the development and implementation of advanced technologies, B2B solutions and innovative products. We provide certification and licensing of our products, providing customers and partners of the holding with high-quality and reliable solutions. Our holding is represented in six countries (Cyprus, Poland, Kazakhstan, Armenia, Peru, Malta). The headquarters of the holding is located in Cyprus. The CEO and owner of PIN-UP Global is Marina Ilina. Our values reflect our way of living and interacting with employees, partners and customers:🔸Be the first to lead. We are constantly moving forward and setting trends. We offer the best solutions for clients and employees thanks to our drive, commitment, and courage to implement ideas and propose changes.🔸Be an expert in your domain. We offer a quality product due to the expertise of our team. Our professionalism is based on constant development along with the company, depth of understanding of the field in which we work, and competence in our functional area.🔸Be a partner in teamwork. Synergy is an important component of our built-on trust interaction. We learn from each other and keep agreements. We achieve a common result thanks to everyone's contribution, mutual support, and the ability to negotiate.🔸Be focused on the result. We are focused on personal, corporate, and client results. All company participants achieve our goals thanks to the high speed of work, perseverance, and determination. We are working to improve the qualitative and quantitative result indicators.🔸Be open and honest in communication. We are open in our communication with clients and employees. We give constructive feedback. Straightforwardness and honesty in communication are crucial for us. We create transparent and simple policies and processes.
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