Pierre Francony

High-performing and empathetic Senior VIP Account Manager with extensive experience managing high-value portfolios and delivering tailored experiences for premium players and clients. Proven track record in leveraging strong interpersonal skills, high emotional intelligence, and strategic engagement to foster deep loyalty, maximize Lifetime Value (LTV), and minimize churn. Expert in driving retention, reactivation, and continuous value creation across high-touch customer environments, with a strong interest in transitioning expertise into dynamic B2B Account Management roles.

Senior VIP Account Manager at PLP Media (2025-10 – Present)

• Nurtured premium Tier-1 accounts through personalized, high-touch engagement strategies to maximize long-term player retention and Lifetime Value (LTV).
• Leveraged modern digital tools and AI-assisted workflows to optimize account management efficiency and deliver proactive player care.

Senior VIP Account Manager at Delta Services LTD (2024-11 – 2025-10)

• Managed high-value player portfolios across 5 premier online gaming brands, establishing trust-based relationships that generated +€150K in Gross Revenue via targeted reactivation strategies.
• Monitored portfolio health, revenue metrics, and player satisfaction levels daily to execute tailored retention initiatives.

Customer Experience Leader at Tasolar LTD (WinSpinBet) (2023-09 – 2024-03)

• Architected and deployed a comprehensive CX strategy, driving dedicated activation and reactivation campaigns that generated +€60K in Gross Revenue.
• Partnered closely with product development to optimize UI/UX and collaborated with marketing teams to structure high-value player loyalty schemes.

VIP Account Manager at Tech4s Group (2022-09 – 2023-08)

• Maintained multi-channel continuous relationships (phone, live chat, email) to enhance player engagement, value, and long-term brand loyalty.
• Mediated and negotiated sensitive VIP escalations with tact and emotional intelligence to preserve player retention and trust.
• Coordinated international travel and provided personalized, high-touch support during exclusive physical corporate hospitality events for VIP players.

Sales Executive at Comdata France (2021-04 – 2022-01)

• Handled consultative inbound and outbound operations, securing client subscription contracts through active listening and needs analysis.

Business Account Executive at Uber (2019-09 – 2020-03)

• Served as dedicated account consultant, leveraging consultative relationship-building to enhance partner retention and operational satisfaction.

Higher Education (Undergraduate / Level L1) in Applied Foreign Languages (L.E.A.), Sociology & Philosophy – Université de Picardie Jules Verne (UPJV) (2013 – 2016)