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.