VIP Manager (B2C)

Our partner, a fast-growing B2C company in the iGaming industry, is looking for a proactive and customer-oriented VIP Manager to join their team.

In this role, you will be responsible for building long-term relationships with high-value players, delivering an exceptional customer experience, and driving customer loyalty through personalized communication and retention strategies. You will play a key role in ensuring VIP players receive premium support and tailored solutions that maximize their engagement and lifetime value. 

 

Responsibilities

• Manage a portfolio of VIP players and build strong, long-term relationships.
• Provide exceptional customer support through chat, email, and messengers.
• Monitor player activity and identify opportunities to improve engagement and retention.
• Develop personalized offers, promotions, and loyalty campaigns based on player preferences.
• Reactivate inactive VIP players through tailored communication.
• Handle escalations and resolve customer issues promptly and professionally.
• Work closely with CRM, Payments, Customer Support, Fraud, and Marketing teams.
• Maintain accurate records of customer interactions in the CRM system.
• Analyze VIP player behavior and provide insights to optimize retention strategies.

Requirements

• 1+ year of experience in VIP Management, Customer Success, Account Management, Customer Support, or Retention within iGaming.
• Excellent communication and interpersonal skills.
• Advanced English (B2–C1); additional languages are a strong advantage.
• Strong customer-centric mindset and problem-solving skills.
• Ability to build trust and maintain long-term client relationships.
• Experience working with CRM systems.
• Ability to multitask in a fast-paced environment.
• Analytical thinking and attention to detail.