Store Manager at Lids overseeing retail store performance and training team members for success. Responsible for driving sales results, managing store operations, and ensuring customer satisfaction.
About the role
- Lead the creation of an industry-defining VIP experience program at Patrianna transforming high-value players into passionate brand advocates and driving commercial success.
Responsibilities
- Establish and scale a world-class VIP department with premium service standards
- Recruit, develop, and manage high-performing Account Managers with clear retention and growth KPIs
- Foster a culture of excellence focused on delivering exceptional player experiences
- Design comprehensive CRM and player lifecycle strategies to identify and nurture emerging VIP players
- Create personalized engagement programs including exclusive events, tailored rewards, and surprise experiences
- Maintain direct relationships with top-tier players, ensuring their needs are anticipated and exceeded
- Own full P&L responsibility for the VIP program, balancing generous rewards with sustainable profitability
- Develop and manage budgets for hospitality, gifting, and promotional activities
- Design data-driven promotional strategies that maximize player lifetime value
- Partner with Product and Technology teams to advocate for VIP-specific platform features
- Collaborate with marketing, customer service, and operations to ensure seamless VIP experiences
- Represent the voice of VIP players in strategic business decisions
- Leverage CRM data to identify trends, predict churn risk, and optimize retention strategies
- Measure and report ROI on all VIP initiatives
- Continuously refine programs based on performance metrics and player feedback
Requirements
- Proven track record leading VIP retention programs in gaming, entertainment, or luxury hospitality
- Demonstrated success managing teams and building scalable customer experience functions
- Strong commercial acumen with P&L management experience
- Expertise in CRM systems and customer lifecycle management
Benefits
- Competitive salary with performance-based incentives
- Comprehensive benefits package
- Equity participation in a fast-scaling company
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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