VIP Account Manager

We are looking for a VIP Account Manager to take ownership of relationships with our highest-value players. In this role, you will be responsible for building long-term relationships, delivering a highly personalized experience, and driving VIP engagement, retention, and loyalty.

Key Responsibilities

VIP Relationship Management

• Build and maintain strong, long-term relationships with VIP players.

• Act as a trusted point of contact, understanding individual player preferences, expectations, and needs.

• Deliver a consistently high level of personalized service across all player interactions.

Player Engagement & Retention

• Develop and implement personalized engagement strategies to strengthen player loyalty and retention.

• Manage tailored rewards, promotions, and incentives based on individual player profiles and activity.

• Proactively engage with VIP players to maintain strong relationships and encourage continued engagement.

Communication & Support

• Serve as the primary contact for assigned VIP players across channels including Intercom, Discord, email, and other communication platforms.

• Respond to player requests and concerns promptly and professionally.

• Take ownership of issues through to resolution, coordinating internally where required.

Data & Player Insights

• Monitor player activity, preferences, and performance to identify opportunities for engagement and retention.

• Use player data and behavioral insights to make informed decisions around rewards, promotions, and communication.

• Maintain accurate and up-to-date records of VIP interactions and relevant player information.

Cross-Functional Collaboration

• Work closely with Customer Support, Marketing, Promotions, Payments, and other internal teams to ensure a seamless VIP experience.

• Coordinate exclusive offers, campaigns, and player experiences tailored to VIP segments.

• Share player feedback and insights with relevant teams to help improve products and services.

What We're Looking For

• Proven experience in VIP management, account management, customer success, customer service, or a similar client-facing role.

• Experience within iGaming, online gaming, crypto, betting, or another high-value customer environment is highly desirable.

• Strong relationship-building and communication skills, with the ability to establish trust with high-value clients.

• Excellent written and verbal English communication skills.

• Strong organizational skills and the ability to manage multiple VIP relationships simultaneously.

• A proactive, solution-oriented approach with strong attention to detail.

• Comfortable working with CRM and communication platforms such as Intercom, Discord, and similar tools.

• Ability to understand and work with player data and behavioral insights.

• Ability to work effectively in a fast-paced, international, and remote environment.

• Additional languages are a plus.

What We Offer

• Competitive salary with performance-based incentives.

• 25 days of paid time off

• Equipment allowance to support your home working setup.

• Opportunity to work closely with high-value players and directly influence the VIP experience.

• Professional growth and development opportunities.

• A remote-first working environment with an international team.