VIP CRM Manager Senior

Location: Remote / Flexible (Supporting a top-tier iGaming Brand)

Are you a master of relationship building who understands the psychology of high-stakes players? Do you know how to turn a single big win into a lifetime of loyalty through bespoke service and data-driven retention?

At BigD, we are looking for a sophisticated, results-oriented Senior VIP CRM & Retention Manager. This is not a support position; it is a strategic commercial role. You will be the architect of our most valuable player segment, responsible for delivering an exclusive experience while strategically maximizing Lifetime Value (LTV) through advanced CRM methodologies.

💎 The Core Focus

Your mission is to own the VIP lifecycle. You will act as a high-level account manager for our elite players, ensuring their journey with BigD is seamless and highly rewarding. You will bridge the gap between high-touch relationship management and analytical CRM execution.

🚀 What You’ll Do

• Strategic Portfolio Management: Manage a dedicated portfolio of high-value accounts, focusing on increasing player activity, share of wallet, and long-term loyalty.
• Lifecycle CRM Execution: Design and deploy personalized retention journeys. You will move beyond generic offers, creating bespoke incentives that resonate with individual player profiles.
• Aggressive Churn Mitigation: Use real-time data to identify "at-risk" VIPs. You will implement immediate, high-impact "save" strategies and conduct outbound re-activation campaigns.
• Financial Performance & ROI: Oversee player P&L. You are responsible for balancing player satisfaction with strict Reinvestment Rate (RR) controls and NGR targets.
• VIP Advocacy: Negotiate with internal teams (Payments, Anti-Fraud, Product) to secure priority service for your players, ensuring their experience is frictionless and "white-glove."
• Advanced Analytics: Regularly audit player behavior. You will report on portfolio health, turnover trends, and the ROI of your custom bonus strategies.

✅ Who You Are

• iGaming Veteran: You have 3+ years of dedicated experience in VIP Management or Senior CRM Retention specifically within the gambling/betting industry.
• The Negotiator: You understand the high-roller mindset. You know how to handle complex demands and high-pressure negotiations while maintaining professional boundaries and company profitability.
• Mathematically Minded: You are highly analytical. You don't just "give bonuses"—you understand RTP, GGR, and NGR, and you use these metrics to drive every decision.
• CRM Power User: You are experienced with CRM segmentation tools and understand how to automate and personalize communication at scale.
• Elite Communicator: Your English is C1 (Advanced) or higher. You are persuasive, empathetic, and capable of building trust with sophisticated, high-net-worth individuals.
• Business-Driven: You are a self-starter who treats your player portfolio like your own business, making autonomous decisions on reinvestments to drive growth.

✨ Your Rewards & Environment

• Impact: Join a high-energy, ambitious team at BigD that skips the corporate red tape and rewards direct impact on revenue.
• Compensation: Competitive salary with a bonus scheme tied directly to the Retention performance of your VIP portfolio.
• Wellness: 28 calendar days of annual leave plus paid sick leave_ other benefits
• Growth: We invest in our people—compensation for professional courses, training, and industry events is part of the package.
• Flexibility: A remote-first culture that values results and strategic output over "clock-in" times.

If you’re ready to redefine VIP Retention in a high-growth environment, we want to hear from you! 💎