Account/Support manager (VIP)

Responsibilities:

• Familiarization with the product, VIP program, bonus policy, and key GEOs, as well as understanding business goals and the role of the VIP segment in the overall strategy;
• Analysis of the current VIP player base: behavior, LTV, activity, churn, customer segmentation, and identification of priority groups;
• Building and launching personalized communication with VIP clients: chat, email, and calls; developing tailored approaches for each segment;
• Designing and implementing individual bonuses, special offers, and retention mechanics to increase activity and improve retention;
• Monitoring player activity and proactively managing churn: churn prevention and reactivation of inactive VIPs;
• Ensuring a high level of service: prompt resolution of requests, complaints, and non-standard situations;
• Collaboration with internal teams: CRM, support, product, affiliate, and marketing — to improve the overall user experience;
• Developing structured analytics and reporting for the VIP segment: deposits, activity, retention, and LTV — with a focus on driving key metrics growth.

Requirements:

• Experience as a VIP Manager in iGaming of at least 0.5 years; experience working with Casino and Sportsbook; understanding of the player lifecycle (CJM) and retention mechanics;
• Experience with personalized bonuses and VIP clients; ability to work with CRM systems and player analytics; strong communication skills: chat, email, phone calls; fluent English proficiency;
• Experience in crypto casino; understanding of crypto payments / wallets; experience working with high-value clients: VIP / whales; additional languages: ES, PT, AR — a strong advantage;
• Experience in building VIP retention strategies;
• 1–2 years of experience in a VIP Manager role in iGaming; crypto industry experience is a plus.