VIP Account Manager

Accountabilities

• Manage incoming communications from VIP and pre-VIP players through live chat, email, and messaging platforms.


• Act as the primary point of contact when players enter the VIP program, introducing the program, explaining its benefits, and establishing a strong relationship from the outset.


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


• Deliver high-quality customer support and manage player issues through to resolution.


• Manage assigned player segments and execute campaign follow-ups, targeted outreach, and feedback collection.


• Monitor player behavior and identify potential retention risks or changes in engagement.


• Proactively contact players when intervention or additional support is required.


• Reactivate inactive VIP players and encourage their return to the platform.


• Communicate personalized bonuses, promotions, and exclusive offers in line with the VIP strategy.


• Clearly explain promotion and bonus terms and conditions to players.


• Collaborate with Payments, Support, Risk, and other internal teams to resolve complex customer issues.


• Make outbound calls when appropriate to strengthen communication and support VIP relationships.


• Maintain accurate CRM records covering player interactions, preferences, feedback, and relevant account information.


• Monitor player activity and basic performance data to identify opportunities for retention and engagement.


• Meet individual and team KPIs relating to retention, reactivation, deposits, and player engagement.

• Previous experience in customer support, account management, VIP services, sales, or another client-facing position.


• Experience in iGaming, online casino, sports betting, or premium/VIP customer service is a strong advantage.


• Fluent English and Italian, required for daily communication.


• Fluent Ukrainian or Russian, required for communication with the wider team.


• Excellent communication and relationship-building abilities.


• Proactive and self-motivated approach, with the confidence to take initiative without always requiring detailed direction.


• Ability to manage a high volume of customer interactions while maintaining a consistently high standard of communication.


• Strong problem-solving skills and the ability to independently manage complex customer situations.


• Customer-focused mindset with a genuine interest in developing long-term relationships.


• Comfortable communicating through live chat, messengers, email, and occasional outbound calls.


• Familiarity with CRM systems and basic data analysis is an advantage.


• Comfortable working shifts, including weekends and public holidays.


• Ability to perform effectively in a fast-paced environment while maintaining accuracy and attention to detail.

• Fully remote working environment.


• Benefit Cafeteria with a flexible range of perks and allowances.


• Children allowance.


• Mental health support.


• Sports and fitness activities.


• Language courses.


• Automotive services.


• Veterinary services.


• Home-office setup assistance.


• Dental services.


• Books and stationery allowance.


• Training and professional development compensation.


• Massage and wellness benefits.


• Opportunity to work in an international iGaming environment with exposure to VIP customer management and retention.


• Dynamic role combining customer experience, account management, communication, and performance-focused objectives.

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