VIP Account Manager

What are you working on?

• The name of the project(s): VIP Account Manager
• Genres: Casino
• Platforms: PC

For which tasks (responsibilities)?

• Being the first point of contact with VIP customers within a portfolio for building a strong long-term relationship.

• Act as the superior player advocate for ensuring time-efficient player issue resolution to provide an unimaginable gaming experience on the platform.

• Analyzing key portfolio performance metrics to identify trends and patterns of VIP customers to make sure there are no missed opportunities or unsuccessful actions.

• Designing specific approaches to increase engagement and satisfaction among VIP players.

• Organizing and manning activities and events targeting VIP customers to boost loyalty levels and encourage more playtime.

• Working collaboratively across teams (VIP CS, VIP CRM, etc.) to deliver flawless experiences for the most valuable clients

• Continuous proactive informing of VIP players with regular news about events, latest promotions, offers, etc

• Increasing retention rates through data-driven approaches that encourage customer loyalty

What kind of professional are we looking for?

We have the following expertise from you:

• A minimum of 1 year experience in VIP management or a similar position.

• Proven experience in planning and executing VIP activities and events

• Account Management or Customer Relationship background, ideally within iGaming.

• In-depth knowledge of the gambling/sports betting market and key performance indicators (KPIs).

• Strong analytical skills to analyze customer data and inform the company’s strategic decisions.

• CRM systems and communication software proficiency for team collaboration.

• Regulatory compliance relevant to industry understanding is important.

We would appreciate it if you happen to have these qualities:

• A VIP client needs-orientated approach.

• Exceptional communication skills in English.

• Swift problem-solving abilities that allow easy addressing and resolving of clients’ issues.

• Attention to detail that enables the provision of high-level services whilst maintaining accuracy.

• Willingness to work a flexible 5/2 schedule (no night shifts or late hours, but occasional weekend work).

KPIs during the probationary period

• Deep dive into and understanding of all current VIP department processes and materials. The bottom line is to navigate all processes and be an autonomous employee.

• Initial portfolio research and basic player profiling (identifying gaming patterns, key information, etc.).

• First-touch communication for laying the foundation for a long-term relationship.

Why do we enjoy working here?

• Fully remote work with support for purchasing any necessary devices after the probationary period.

• Access to various educational resources and materials.

• Motivated team and ambitious goals.

• Performance reviews every six months.

• Monthly bonuses according to the KPIs after the probationary period.

• 20 working days of vacation per year, sick leave.

• Periodic corporate meetings and events with the team.