Israa Aldamen

Account Management

• Agency Recruitment & Onboarding
• Identify and approach potential new agencies to join the Bigo Live platform.
• Conduct interviews and evaluations to ensure agencies meet platform standards.
• Guide new agencies through onboarding procedures, policies, and tools.
• Relationship Management
• Build strong, professional relationships with partnered agencies.
• Act as the main point of contact between Bigo Live and the agencies.
• Regularly communicate with agency owners about performance, updates, and policies.
• Performance Monitoring
• Track agency metrics: number of active hosts, revenue generation (beans/diamonds), broadcast hours, and engagement.
• Set monthly targets and evaluate agency performance against KPIs.
• Analyze data and provide reports with actionable insights.
• Training & Support
• Educate agencies on Bigo’s latest features, updates, and best practices.
• Offer strategic guidance to help agencies scale and retain top hosts.
• Provide support on technical or operational issues and escalate when needed.
• Compliance & Quality Control
• Ensure agencies and their hosts comply with community guidelines and platform policies.
• Monitor content for violations and collaborate with the moderation team as needed.
• Implement corrective actions when agencies or hosts breach agreements or underperform.
• Incentive & Event Coordination
• Inform agencies about reward programs, contests, and campaigns.
• Help design and promote internal events to boost host motivation and engagement.
• Ensure timely delivery of incentives and bonuses.
• Market Intelligence
• Stay updated on competitor platforms and industry trends.
• Gather feedback from agencies to improve Bigo’s ecosystem and tools.

Top Host Management

• Identify and manage top-performing hosts (content creators).
• Help with their content strategy, schedule, and platform engagement.
• Ensure hosts comply with platform guidelines and maintain performance.
• Guide hosts in producing high-quality and engaging live streams.
• Analyze trending topics and suggest new content formats.
• Encourage hosts to innovate and evolve their streaming style.
• Monitor hosts’ metrics: live hours, gifts received, interaction rates, fan growth.
• Offer feedback and improvement plans based on performance data.
• Provide performance-based incentives and bonuses.
• Maintain regular contact to boost morale and platform loyalty.
• Organize training and workshops to improve host skills.
• Plan and promote internal events like competitions, talent shows, and theme weeks.
• Ensure host participation and engagement with ongoing campaigns.
• Ensure content aligns with Bigo Live's policies and community standards.
• Report and manage any inappropriate or low-quality content.

VIP Management

• Act as a dedicated point of contact for VIP users (high-spending individuals).
• Build rapport and long-term relationships to enhance user loyalty.
• Offer personalized support and exclusive services.
• Handle VIP inquiries, concerns, and feedback with priority.
• Solve problems swiftly and escalate issues when needed.
• Provide white-glove customer service and follow up to ensure satisfaction.
• Monitor VIP user activity, spending trends, and engagement.
• Track monthly targets and KPIs (e.g., user retention, gift volume).
• Create and maintain reports on VIP behaviors and preferences.
• Manage VIP incentive plans: bonus beans, exclusive events, and gift packs.
• Create tailored engagement strategies to encourage spending.
• Organize virtual or live events exclusively for VIPs.
• Work with product, marketing, and content teams to deliver personalized experiences for VIPs.
• Coordinate special campaigns or promotions aimed at high-value users.

• Call customers to schedule delivery appointments and confirm delivery address
• Coordinate with logistics staff and supervisors regarding any urgent shipments or special requests
• Answer calls and respond to customer requests consistently targets and deadlines
• Identify, research, and resolve customer issues
• Provide customers with information regarding delivery status
• Follow-up on customer inquiries & ensure timely resolution
• Complete call logs and reports
• Consulted with customers to understand their desires and suggest the best products to meet their needs
• Provided solutions, recommendations and replacements with empathy and positive feedback
• Shared insights with management regarding customers inquiries, concerns and complaints to improve products, operations and policies