King is one of the world's best known mobile entertainment creators, best known for the Candy Crush series of games.

Owner of Player Operations team, responsible for processes and technology used to support and engage King’s players (eg. Candy Crush Saga). Managed Data Scientists, Product Managers, Business Analysts, and Software Engineers.

Defined new support strategies that are now ubiquitous in casual gaming; in-game support, community forums, behaviour-based profiling and segmentation (instead of just pay), churn detection, responsible gaming support processes etc.

Drove voice of the player initiative to bring studios closer to their players, including company wide interactive wallboards and player events.Developed the first VIP strategy and programme to drive brand awareness and customer loyalty.

Outcomes:

Scaled support services to handle >100k interactions per month with a team of just 50 agents.

Notable projects:

• https://community.king.com/en/?utm_campaign=king.com_community&utm_source=king.com
• In-game support
• VIP programme
• Responsible gaming process
• Voice of the Player