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