VIP Manager

We’re looking for a VIP Account Manager to work with high-value players across Tier-1 GEOs — taking ownership of their experience, engagement, and retention.

This role carries real autonomy. You’ll make decisions on communication, personalised offers, and VIP cases independently — and directly influence player LTV and loyalty. If you know what drives high-value players and understand what sits behind a strong retention number, we’d like to meet you.

💬 VIP Relationship Management
Manage communication with VIP and PRE-VIP players via email and messengers
Build personalised, long-term relationships with high-value players
📈 Retention & Reactivation
Proactively reach out to players based on their behaviour and defined triggers
Drive LTV growth through targeted retention and reactivation actions
⚡ Live Chat
Take full ownership of VIP requests in live chat
Make decisions and resolve issues independently — without unnecessary escalations
🎁 Personalised Offers
Adapt existing promotional terms to individual players
Create personalised offers that increase revenue and build long-term loyalty
🤝 Cross-functional Collaboration
Act as the primary contact point between VIP players and the Antifraud, Billing, and Retention teams
Drive VIP cases to full resolution and maintain ownership throughout
🔎 Voice of the Customer
Collect and structure feedback from VIP players
Pass insights to Product and Retention teams to improve the product and player experience

🎯 What we’re looking for
Experience as a VIP Manager or Senior Account Manager in iGaming or FinTech
Hands-on experience with CRM systems
Deep understanding of Tier-1 markets
Practical knowledge of retention and reactivation mechanics — and how to apply them
English B2+ — confident in both written and verbal communication
Ability to work with player data and analytics: read reports, identify patterns, and translate data into specific retention actions
Ability to make fast, independent decisions in a dynamic environment
Commercial mindset and clear understanding of how communication, personalisation, and retention drive LTV and revenue

✨ What we offer
Fully remote setup
Schedule: 09:00–18:00 CET with a two-week rotation:
Week 1: Monday–Friday, standard days off
Week 2: 1 weekday off + 1 weekend day off
Paid vacation and sick leave
Medical insurance
Growth in a dynamic environment alongside a team of professionals

Full Remote · iGaming · VIP Management · Retention · LTV · Tier-1 · CRM