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.