VIP Account manager (Mexico)

Role Purpose

Lead and manage relationships with VIP clients to maximize engagement, satisfaction, and revenue. Deliver a personalized and high-touch experience for VIP players, driving activation, reactivation, retention, and revenue growth through strategic account management and tailored offers. Collaborate across departments to enhance VIP programs, promotions, and overall player lifetime value (LTV).
 

Trial Period Goals (First 3 Months)

• Build and optimize VIP account management processes to increase LTV of current VIP clients.
• Familiarize with current VIP management processes, CRM systems, internal knowledge bases, and VIP-specific protocols.
• Develop VIP playbooks and account management procedures.
• Establish infrastructure & reporting for VIP activities.
• Achieve KPI targets:
  • VIP first response time ≤ 30 seconds
  • VIP satisfaction score ≥ 8/10
  • VIP retention rate ≥ 85%
  • Reactivation of ≥ 30% dormant VIP users
  • Bonus / deposit growth per VIP portfolio

Key Responsibilities

• Manage VIP accounts through personalized communication via WhatsApp, phone, email, live chat or video calls.
• Drive activation and reactivation of VIP clients through proactive outreach, including outbound calls and tailored offers.
• Sell and manage VIP bonuses and promotions to maximize deposits, wagering, and engagement.
• Handle incoming VIP inquiries, requests, and escalations efficiently, ensuring high satisfaction levels.
• Monitor and analyze VIP KPIs, including retention, churn, deposits, wagering, LTV, and engagement metrics.
• Develop and implement VIP account management procedures, tiered service levels, and outreach strategies.
• Collaborate with Product, Marketing, CRM, and Risk teams on VIP programs, campaigns, and feedback.
• Provide regular reporting on VIP metrics, including activation, reactivation, retention, satisfaction, bonus effectiveness, and revenue contribution.
• Maintain VIP performance metrics within targets and continuously improve processes.

Required Experience & Skills

• Proven experience in VIP or high-value client management, preferably in iGaming, casinos, or related sectors.
• Native Spanish and fluent English (oral and written).
• Excellent interpersonal and communication skills.
• Strong relationship-building and account management skills.
• Ability to analyze KPIs and customer data to drive VIP engagement and revenue growth.
• Familiarity with CRM tools, chat software (e.g., Zendesk, Intercom, Freshdesk) is a plus.
• High level of organization and multitasking in a fast-paced environment.
   

Schedule:
5 day shift system – 5 days on / 2 days off
Tuesday - Saturday 3 pm - 12 am
+ Availability for calls with Management at 11 am once a Week

Format: remote