VIP Manager

Employment Type: Full-time, shift-based
Level: Middle

Reports to: COO

Role Mission

The mission of the VIP Manager is to retain and grow VIP players by delivering exceptional service, driving player loyalty, and increasing revenue through strategic relationship management and personalized engagement.

This role focuses on building long-term, high-trust relationships with high-value players while maximizing LTV, retention, and monetization.

Key Responsibilities

• Manage a portfolio of VIP and Pre-VIP players in accordance with internal service standards.
• Achieve KPI targets related to retention, engagement, LTV, and revenue growth.
• Monitor player activity and behavior (deposits, bets, win/loss, frequency) and proactively identify risks.
• Design and deliver personalized offers including bonuses, cashback, and exclusive events.
• Analyze financial performance and gaming activity of players.
• Maintain structured, professional communication via messengers, email, and live chat.
• Work closely with Marketing, Product, CRM, Payments, and Analytics teams to improve VIP processes and player experience.

Skills We Are Looking For

• Structured and professional communication
• High emotional resilience
• Strong attention to detail
• Ability to work with emotional and high-stakes high-roller players

Required Experience & Qualifications

• Minimum 1 year of experience in VIP Management within iGaming or Betting.
• English level B2–C1 (spoken and written).
• Strong understanding of player behavior, motivation, and risk indicators.
• Experience working with CRM systems and analytical/reporting tools.
• Proven ability to manage high-roller clients professionally.
• Experience in building personalized offers, loyalty mechanics, and retention strategies.
• Excellent communication skills and discipline in maintaining structured, consistent client interaction.

Key Competencies

• Empathy and emotional intelligence
• Sales and negotiation skills
• Ability to build and maintain long-term VIP relationships
• Strong influence on retention, reactivation, and deposit behavior

Languages

• English: Advanced (B2–C1 required)

Work Schedule

Shift-based system (final schedule will be confirmed):

• 2 working days / 1 day off with 2 consecutive shifts (16:00–24:00 or 00:00–08:00)
• 2 working days / 1 day off with 3 rotating shifts (00:00–08:00, 08:00–16:00, 16:00–24:00)
• 3 working days / 2 days off with 3 rotating shifts (00:00–08:00, 08:00–16:00, 16:00–24:00)

Probation Period

KPIs and bonus structure for the probation period are currently being finalized.