Middle/Senior VIP Manager

WARP JUMP COMPANY is a dynamic and pioneering Gaming Tech Company that passionately crafts advanced online iGaming solutions for various markets worldwide. We are an integral part of an international group of companies, with our headquarters in the vibrant city of London. This esteemed group unifies a myriad of innovative and thriving tech enterprises from a wide range of industries. Since its establishment in 2010, the group has consistently fostered a reputation as a catalyst for the most rapidly growing ventures within the global IT industry. At WARP JUMP COMPANY, we are not merely offering jobs; we provide platforms for personal growth, professional development, and opportunities to make a significant impact in a thrilling and swiftly evolving industry. We eagerly anticipate the chance to connect with potential candidates who are excited to leap forward into the future of iGaming with us.

As a VIP Manager, you will be responsible for building strong player relationships, managing and prioritizing the VIP portfolio, and delivering personalized experiences that drive player engagement, loyalty, and retention. You will leverage your understanding of the product and VIP program to make informed bonus decisions, master internal tools and processes, and take independent ownership of your portfolio to maximize player value and support business growth.

Key Responsibilities:

1. VIP Portfolio Management: Manage a portfolio of high-value players, ensuring personalized attention, strong relationships, and long-term engagement.
2. Player Retention: Proactively identify players at risk of churn and implement tailored retention strategies to maintain activity and deposit frequency.
3. Revenue Growth: Drive player value through personalized offers, deposit incentives, and engagement strategies that increase deposits and overall LTV.
4. Personalized Communication: Build strong relationships through proactive, personalized communication via email, live chat, phone calls, and messaging apps.
5. VIP Segmentation: Identify and classify potential and existing VIPs based on deposit behavior, revenue contribution, activity, growth potential, and engagement.
6. Bonus and Offer Management: Develop and deliver personalized bonuses, promotions, and rewards within approved budgets and risk limits.
7. Player Activity Monitoring: Track key player metrics, including deposits, withdrawals, gameplay, redemption behavior, activity frequency, and changes in spending patterns.
8. Reactivation Campaigns: Engage inactive or declining VIPs through targeted outreach, personalized incentives, and win-back strategies.
9. Cross-Department Coordination: Collaborate with Customer Support, Payments, Risk, Retention, and other departments to resolve VIP issues promptly and ensure a seamless player experience.

Requirements:

• Experience working with high-value players in Tier 1 countries
• Knowledge of VIP segmentation, loyalty programs, and tier-based reward structures
• Communication & negotiation
• Analytical thinking
• Personalization & customer-centricity
• Problem-solving & ownership
• English B2+

Would be a plus:

• CRM & reporting tools
• Responsible gaming awareness

Soft skills needed:

• Emotional intelligence
• Relationship-building
• Proactivity
• Commercial awareness
• Ownership

Sound like your kind of challenge? Let's talk 👋