VIP Manager

We are looking for a motivated and experienced VIP Manager to join our friendly team. In this role, you will be responsible for building and maintaining long-term, personalized relationships with key players to increase their loyalty, retention, and core KPIs such as average deposit, deposit frequency, profit, etc.

Requirements

1. 2+ years of experience as a VIP / Retention / Account Manager in iGaming, working with users from Africa and Tier-1 regions.
2. Understanding of VIP user management specifics (motivation, triggers, activity lifecycle).
3. Excellent communication skills, including strong written communication.
4. Confident CRM user.
5. Ability to analyze player behavior and build data-driven hypotheses.
6. Strong English (spoken and written) — B2+ level (used daily at work).
7. Good understanding of sports betting: bet types, odds, live betting, sports (especially football/soccer, tennis, basketball, hockey).
8. Knowledge of popular casino games and providers: slots, live casino.
9. Ability to explain or recommend a relevant game/event based on a specific player’s interests.
10. Understanding of promo mechanics: which bonuses work for which segments (free spins, matched bonus, reload, etc.).
11. Willingness to work weekends or night shifts according to an agreed schedule.

Responsibilities

1. Managing a VIP client portfolio.
2. Building and maintaining long-term, personalized relationships with key players.
3. Regular communication with clients (email, messengers, etc.).
4. Increasing loyalty and retaining clients.
5. Monitoring “red flags” — promptly responding to signs of reduced activity and/or changes in player behavior patterns.
6. Identifying growth potential (upsell) or churn risk (retention alert).
7. Working with CRM and reporting.
8. Preparing regular reports on client activity.
9. Participating in the development of VIP campaigns and loyalty programs.
10. Cross-functional collaboration with Retention, Finance, Support, and Affiliate teams.
11. Ensuring confidentiality and a high level of service in line with company policies and Responsible Gaming principles.

Nice to have

• English level C1+
• Additional languages
• Experience with Digitain CRM systems

Work schedule:
The work schedule is agreed before employment begins, depending on the most effective format for the support department.

Vacation policy:

• 20 paid working days of vacation per year
• 5 paid sick days per year
• All official public holidays of Ukraine are observed