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.

If you have experience designing VIP services and leading strategic discussions with major publishers, we’d love to hear from you!

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)

What do we offer?

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.

Phases of our recruitment journey:

Screening stage – We begin with an initial review of applications to assess alignment with the role.
Interview with a Talent Acquisition Specialist – Selected candidates are invited to a conversation with our Talent Acquisition team to discuss experience, motivation, and role expectations.
Interview with the Hiring Manager – If your profile moves forward, you’ll be invited to meet with the Hiring Manager to discuss the role and your experience in more detail.
Panel interview – The final stage is a panel interview with members of the hiring team, giving you the opportunity to meet potential colleagues and further explore the role.

We aim to keep the process transparent and supportive at every step. We appreciate your interest in the role and look forward to getting to know you better throughout the process.

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

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Role Information: EN

Studio: Keywords Studios

Location: Europe

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote

Lead Solutions Architect - VIP Services - Remote

Job Description