VIP Retention Specialist

We are expanding our retention team and looking for a VIP Retention Specialist who will build strong relationships with high-value players and drive loyalty, LTV, and long-term engagement.

This role is all about personalization, analytics, communication, and VIP-level care.

Responsibilities

• Build and maintain long-term relationships with VIP players across multiple markets
• Develop personalized player journeys & communication flows (email, SMS, in-app, chat)
• Increase player engagement & loyalty via:
  • Custom bonuses & rewards
  • Exclusive promotions & cashback mechanics
  • Tailored VIP missions, tournaments & events
• Monitor VIP behavior and create tailor-made offers for reactivation, upselling, and retention
• Generate segmentation lists and prepare content for CRM campaigns
• Work closely with CRM, Marketing, Support, and VIP teams to enhance the VIP lifecycle
• Conduct weekly reporting on:
  • Promo performance
  • ROI
  • Engagement and profitability
• Continuously optimize VIP flows through A/B testing and data insights

• Support VIP players through proactive communication and timely request handling

   

Requirements

• 2+ years in Email Marketing / CRM / Retention Marketing
• Proven success in executing retention campaigns (cashback, tournaments, missions, bonuses)
• Hands-on experience with Customer.io (mandatory)
• Solid knowledge of bonus mechanics, budgets, ROI, and reward systems
• Strong analytical skills + experience with reporting & BI tools
• Experience with LATAM region
• Experience managing VIP or high-value customer segments (big plus)
• HTML/CSS — ability to edit templates
• English B1+
• Familiarity with iGaming, customer support, VIP handling — advantage

• Understanding player psychology, motivations, and retention drivers

   

Nice to Have

• Experience in casino VIP account management
• Experience with Telegram-based VIP flows

• Knowledge of LATAM culture & players' behavioral patterns

   

What We Offer

• Role in a fast-growing international iGaming project
• Freedom to develop and execute VIP strategies
• Global team, strong retention infrastructure
• Competitive compensation & KPI bonuses
• Dynamic, no-bureaucracy environment