VIP Manager (High-Value Players)

Gravira Group

Luck doesn’t happen. It accumulates.

At Gravira Group, we believe exceptional results are built through thousands of smart decisions, fast experiments and people who care enough to ask one more question.

That’s what Gravity of Luck means to us.

The stronger our people, the stronger our ideas.

The stronger our ideas, the faster we move.

And the faster we move, the more opportunities we create.

We’re building one of the fastest-growing iGaming products in Tier-1 markets, and we’re looking for someone who knows how to build strong relationships with high-value players and turn personalized communication into long-term retention.

About Gravira Group

Gravira Group is a fast-growing international iGaming company focused on Tier-1 markets.

We build and scale our own products by combining Product, Acquisition, CRM, Payments, Engineering and Analytics into one high-performance system.

We move fast.

We make decisions based on data.

We trust ownership over bureaucracy.

We’re looking for an experienced VIP Manager to take ownership of a portfolio of high-value players across VIP 2–VIP 5.

Why this role exists

High-value players need more than standard communication.

They need someone who understands their behavior, knows when engagement changes, remembers their preferences and can build a relationship that keeps them connected to the product.

Your mission is to own the player relationship from engagement and retention to reactivation and portfolio performance.

You’ll become the primary point of contact for your assigned VIP players and work proactively across calls, WhatsApp, email and other available channels.

This is not an inbound support role.

It’s a proactive retention and relationship-management position with a direct impact on player loyalty, activity and long-term value.

What You’ll Own

You’ll take full ownership of your VIP portfolio and the relationships within it.

VIP Relationship Management

• Managing a portfolio of VIP 2–VIP 5 players.
• Building and maintaining strong long-term relationships with assigned players.
• Acting as the primary point of contact for your portfolio.
• Delivering a personalized VIP experience based on player preferences and behavior.
• Maintaining regular communication through calls, WhatsApp, email and other available channels.
• Understanding player motivations, preferences and activity patterns.
• Ensuring important interactions and follow-ups are completed on time.

• Maintaining high engagement across your portfolio.

   

Retention & Reactivation

• Monitoring player activity and identifying churn risks.
• Executing retention and reactivation activities.
• Proactively contacting inactive or disengaged players.
• Responding to changes in player behavior, including inactivity, reduced engagement, deposit declines, withdrawals and big wins.
• Building long-term communication strategies that support player loyalty.
• Identifying opportunities to increase player activity and engagement.

Bonus & Promotional Management

• Selecting suitable bonuses and promotional offers based on player behavior and value.
• Requesting bonuses through internal approval processes.
• Presenting offers in a personalized and strategic way.
• Monitoring player responses to promotions and retention campaigns.
• Balancing player satisfaction with responsible bonus allocation.
• Contributing ideas to improve player engagement and loyalty initiatives.

Bonuses should support the relationship — not replace it.

Portfolio Performance

• Monitoring deposits, withdrawals and overall player activity.
• Analysing player behavior and engagement trends.
• Identifying opportunities to improve player value and retention.
• Prioritizing communication and follow-ups based on player importance and activity.
• Taking full ownership of portfolio performance and player relationships.

• Ensuring high-value accounts receive the appropriate level of attention and proactive management.

   

CRM & Reporting

Strong CRM discipline is a core part of the role.

You’ll be responsible for:

• Recording player communication and interactions.
• Maintaining accurate player notes and communication history.
• Updating statuses, follow-up actions and important account information.
• Keeping CRM records organized and up to date.
• Following internal reporting and operational standards.

• Ensuring player-related information is accurately documented.

   

Cross-Functional Collaboration

You’ll work closely with CRM, Payments, Support, Product and Compliance teams to ensure VIP players receive a high level of service.

This includes:

• Escalating and helping resolve player issues.
• Coordinating VIP campaigns and promotions.
• Sharing player feedback and behavioral insights.

• Contributing to continuous improvement of VIP operations.

   

Communication

Phone communication is a key part of the role.

You should be comfortable with regular outbound calls, relationship-building conversations, retention activities and personalized follow-ups.

Strong written communication through WhatsApp and email is equally important.

What Success Looks Like

Six months after joining Gravira Group:

• VIP players show strong retention and reactivation performance.
• Engagement and activity across your portfolio remain consistently high.
• Player value is growing through strong relationship management and proactive retention.
• VIP players receive timely, personalized communication based on their behavior.
• Churn risks are identified early and addressed proactively.
• Your portfolio is fully documented and accurately reflected in the CRM.
• Follow-ups and player-related actions are completed consistently.

• You contribute measurable results to the overall VIP department objectives.

   

We’re Looking For Someone Who

Professional Experience

• Has 2+ years of experience as a VIP Manager in iGaming.
• Has proven experience managing VIP player portfolios.
• Has experience working with high-value players.
• Has managed portfolios rather than working only with inbound support requests.
• Understands retention, reactivation and loyalty strategies.
• Has experience with bonuses, promotional campaigns and player engagement initiatives.

• Understands the VIP player lifecycle.

   

Communication Skills

• Has excellent written and spoken English at B2+ level.
• Is confident with outbound phone communication.
• Can build trust and maintain long-term relationships with players.
• Has strong negotiation and objection-handling skills.
• Has high emotional intelligence and strong interpersonal skills.

Analytical & Operational Skills

• Can analyse player behavior and identify retention opportunities.
• Understands key VIP metrics including Deposits, GGR, Hold, RTP, Retention and Reactivation.
• Can manage multiple VIP accounts simultaneously.
• Has strong organizational and prioritization skills.
• Pays close attention to detail.

• Can work independently and take ownership of their portfolio.

   

Personal Qualities

• Professional, mature and responsible approach to work.
• Strong sense of ownership and accountability.
• Commercial awareness and business-oriented mindset.
• Proactive and results-oriented approach.

• Comfortable working in a remote environment.

   

Why Gravira Group

This is a role for someone who genuinely enjoys working with people and understands that strong VIP relationships are built over time.

You’ll have real ownership over your portfolio and a direct connection between your work, player experience and business performance.

You’ll work closely with CRM, Payments, Support, Product and Compliance teams and have the opportunity to influence how VIP operations evolve.

We value:

Relationships over scripted communication.

Ownership over waiting for instructions.

Proactive retention over reactive support.

Long-term value over short-term activity.

And people who understand that sometimes the most important part of a VIP relationship is simply knowing when to pick up the phone.

Build Gravity of Luck

At Gravira Group, luck isn’t random.

It’s the result of curiosity.

Of ownership.

Of speed.

Of hundreds of small interactions that compound into long-term relationships and business growth.

If you know how to understand a player, build trust and turn that relationship into lasting loyalty, you’ll feel at home here.

Build Gravity of Luck with us.