Laith Musallam
Nashville
Summary
Results-driven VIP Account Manager with a proven track record in high-value customer engagement, retention strategies, and revenue growth within the gaming and entertainment industry. Adept at fostering long-term VIP relationships, leveraging data-driven insights, and executing personalized experiences to maximize customer satisfaction and lifetime value. Skilled in CRM tools, cross-functional collaboration, and strategic account management.
Overview
7
7
years of professional experience
1
1
Certification
Work History
VIP Account Manager
BetMGM
03.2023 - Current
- Managed a portfolio of high-value sports bettors, ensuring an elite level of personalized service and engagement.
- Developed and executed customized retention strategies, including personalized betting offers, exclusive VIP-only promotions, and direct engagement through high-touch relationship management, increasing VIP player retention by 35%.
- Hosted VIP hospitality events at BetMGM suites for major sporting events to enhance player loyalty and engagement.
- Arranged luxury experiences at MGM properties in Las Vegas, providing top-tier players with exclusive trips, accommodations, and entertainment perks.
- Provided VIP clients with exclusive promotions, personalized offers, and real-time betting insights to enhance their experience.
- Collaborated with marketing and operations teams to develop VIP programs and events that deepened player loyalty.
- Analyzed player behavior and utilized data-driven insights to identify revenue opportunities and optimize engagement.
- Increased total handle for VIP players by $15M through strategic engagement and personalized betting incentives.
Product Manager II
Super
10.2022 - 03.2023
- Led development of fintech and commerce products, driving a 20% increase in transaction volume.
- Spearheaded cross-functional initiatives, collaborating with engineering and marketing teams to optimize customer acquisition and retention.
- Conducted data-driven experiments and A/B testing, enhancing conversion rates by 15%.
Product Manager, Ecommerce
Burrow
08.2021 - 10.2022
- Led ecommerce initiatives that increased online sales by 25% through website optimization and digital campaigns.
- Managed product launches and A/B testing, enhancing customer experience and conversion rates.
- Developed retention tools, improving repeat customer rate by 18%.
Senior Content Management Specialist
BetMGM
07.2019 - 07.2021
- Oversaw in-app promotional content and coordinated multi-state launches, aligning with regulatory requirements.
- Spearheaded targeted VIP promotions, increasing engagement by 22%.
- Collaborated with marketing teams to execute localized customer acquisition campaigns.
Content Strategist
HEED
10.2017 - 04.2019
- Designed user-centric content strategies to drive engagement across digital platforms.
Education
Bachelor of Arts - Arts & Entertainment Management
Dean College
Franklin, MA12-2016
Skills
- Customer satisfaction
- Performance analysis
- CRM software proficiency
- Financial acumen
- Account growth
- KPI tracking
- Project planning
- Product strategy
Certification
Product Management & Strategy | University of Pennsylvania, The Wharton School (Oct 2024)
Languages
French
Full Professional
Arabic
Limited Working
Italian
Limited Working
English
Native or Bilingual
Timeline
VIP Account Manager
BetMGM
03.2023 - Current
Product Manager II
Super
10.2022 - 03.2023
Product Manager, Ecommerce
Burrow
08.2021 - 10.2022
Senior Content Management Specialist
BetMGM
07.2019 - 07.2021
Content Strategist
HEED
10.2017 - 04.2019
Bachelor of Arts - Arts & Entertainment Management
Dean College
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