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Online Games company seeking Head of Player Relations
Introduction
Games 24x7 is the first online company to bring games of skill with cash prizes to the large, yet
underserved Indian market in a fun, lighthearted and friendly setting. India’s rich history and
culture of games and the rapid growth of the Internet has presented us with a unique opportunity –
the opportunity to bring to people across India games they have always loved and enjoyed, but don’t
necessarily find the time or the friends to play with anymore. Competition, the joy of success and
social connectivity form the backbone of our product.
We kicked off this ambitious journey in 2009 with India’s most popular card game – Rummy. Today,
we are India’s largest online rummy site and millions of players visit us every month to play for free
and for cash prizes.
Games 24x7 is led by a management team with deep experience in consumer marketing, gaming,
gaming technology as well as starting and building businesses from the ground up. We are funded
jointly by venture capitalists and a hedge fund that has made significant investments in the past in
some of the most successful Internet companies in India.
The Games24x7 Ethos
At Games24x7 we are passionate about one and only one thing providing the best possible playing
experience to our players. We take immense pride in our work and believe that the best way to serve
our players is by listening to them. We listen to the sound of every click that our players make or
don’t make when they are with us. We believe very strongly in experimenting, but in the true spirit
of experiments, we insist that every new idea be either backed by data or be eventually provable by
data.
Every experiment has at its genesis an idea. The Games24x7 idea hierarchy is flat and new ideas
can come from anywhere, but every idea goes through the same process – vigorous debate,
arguments, data validation, and every so often, from this grueling yet immensely satisfying process
comes one addition to our product, operating or marketing strategy. This is the essence of life at
Games24x7.
The Games24x7 Team Member
If you have boundless energy, are bubbling with bright ideas, are extremely hard working and have
no problems taking a handson approach to your work, we are the right destination for you. While
we value tremendously problem solving skills, we value even more problem finding skills. People
who have risen the fastest in our company are those that have a keen eye for detecting critical
business problems and then solving them. The Games24x7 work atmosphere is very amiable, and at
the same time always charged with excitement. The dynamic nature of our business ensures that all
our team members are able to see how their contributions benefit the business. We encourage our
team members to take responsibility and grow into future leaders in our company and the industry.
Our best team members are rewarded with stock options and are invited to join the core decision
making team.
Who are we looking for?
At Games24x7, we believe and practice an age old maxim – “customer is king”. We are looking for
a Head of Player Relations (HPR) who believes similarly and has keen insights into customer
satisfaction. As Head of Player Relations, the key challenges will be to build scalable systems and
put appropriate processes in place to ensure excellent customer satisfaction as volumes grow. The
HPR will be responsible for building a team of highly motivated individuals. An important aspect of
the job will be to measure customer satisfaction and ensure that the team performs to attain the high
levels of customer satisfaction we have set out to achieve. In addition to this, the HPR will be
instrumental in ensuring customer retention through customer satisfaction – something that will
require them to initially build personal relationships with our high value players.
Job Profile
- Designing a framework within which processes can be laid out and SLAs put in place to
ensure customer satisfaction
- Defining customer satisfaction and putting metrics in place to measure customer satisfaction
- Building a team of talented individuals and ensure that processes are followed to achieve the
levels of customer satisfaction we have set out to attain
- Define data tracking systems to measure and improve player relationship efforts
- Work with the product and technology teams to build systems both to serve players better
and to track our customer service performance
- Work with the operations and marketing teams to understand better player needs in a more
holistic business sense
- Devising programs targeted towards different categories of players based on their playing
patterns with special attention to the high value player categories
- Focus on building strong relationships with our player base to ensure retention
- Interacting with high value players to understand their playing habits resulting in initiatives
to help serve them better
Requirements
- MBA or similar degree from a renowned college/university
- Fluent in English with excellent writing and communication skills
- Fluency in a south India language like Telugu, Tamil, Kannada preferred
- Substantial experience (45 years) in a customer facing lead role
- Significant experience (34 years) in implementation and execution of processes
- Well versed with the CRM framework and generic CRM tools
- Must have very strong interpersonal skills and be able to deal with conflicts
- Highly reliable team player with an excellent work ethic
- Imaginative, motivated, and able to work effectively under pressure
- Must be able to deliver with minimal resources and minimal supervision