VIP Account Management Team Lead

We are looking for a VIP Account Management Team Lead to build, lead, and develop our VIP Account Management function across LATAM markets. This position combines team leadership, premium customer service, player retention, operational excellence, and performance analysis.

The ideal candidate has experience working with VIP players in the iGaming industry, strong leadership skills, and a data-driven approach. You will be responsible for building long-term relationships with high-value players, developing VIP Account Managers, monitoring portfolio performance, and continuously improving the VIP experience.

During the initial stage, the Team Lead will also personally handle selected VIP player requests and communications. This hands-on involvement will help establish service standards, validate operational workflows, better understand player needs, and ensure a consistently high-quality VIP experience from the beginning.

Key Responsibilities:
 

• Build, lead, mentor, and support a team of VIP Account Managers.
• Personally handle selected VIP player requests and communications during the initial development stage of the function.
• Build and maintain strong professional relationships with VIP and High Value players.
• Ensure timely and personalized communication through email, Telegram, WhatsApp, and other approved channels.
• Monitor team and individual portfolio performance and ensure the achievement of operational and commercial KPIs.
• Develop player engagement, retention, loyalty, and reactivation strategies.
• Monitor VIP player activity and identify churn risks, changes in deposits or turnover, significant wins or losses, and other behavioral signals.
• Coordinate personalized offers, bonuses, promotions, and service solutions based on player value, preferences, and activity.
• Conduct regular quality reviews of player communications and provide structured feedback to VIP Account Managers.
• Handle escalated player cases, complaints, withdrawal-related questions, and complex operational issues.
• Ensure that all player contacts, agreements, bonuses, follow-ups, and relevant notes are correctly recorded in the CRM or operational tools.
• Participate in hiring, onboarding, training, and developing new VIP Account Managers.
• Create and maintain VIP service processes, communication standards, guidelines, scripts, and best practices.
• Collaborate with CRM, Customer Support, Product, Payments, Risk, Bonus, BI, and Technical teams to resolve player-facing issues.
• Work with the CRM team on VIP segmentation, personalised campaigns, lifecycle communications, and reactivation initiatives.
• Analyse portfolio performance, retention, player activity, bonus efficiency, deposits, turnover, GGR, NGR, and other relevant VIP metrics.
• Prepare regular reports on team performance, portfolio health, player retention, service quality, and operational efficiency.
• Generate and test new ideas for VIP engagement, retention, reactivation, and loyalty.
• Drive continuous improvements in the VIP customer experience and internal workflows.

Requirements:
 

• 2+ years of leadership or senior-level experience in VIP Account Management, Customer Success, Retention, or a related function.
• Previous iGaming experience is mandatory.
• Proven experience working directly with VIP and High Value players.
• Experience communicating with players through Telegram, WhatsApp, email, and other messaging platforms.
• Upper-intermediate English level or higher.
• Strong understanding of player retention, reactivation, loyalty, and personalised service.
• Experience working with VIP performance metrics, player segmentation, CRM systems, and reporting.
• Strong analytical and problem-solving skills.
• Experience onboarding, coaching, and developing Account Managers.
• Ability to manage escalations and independently resolve complex operational issues.
• Strong communication, negotiation, and stakeholder management skills.
• Ability to maintain professional boundaries while building trusted relationships with players.
• Experience working with CRM, back-office, customer support, and player-management platforms.

Nice to Have:
 

• Experience managing VIP players across multiple markets or brands.
• Knowledge of casino and sportsbook products.
• Experience with CRM automation, segmentation, and personalised campaigns.
• Experience with reporting tools and dashboards.
• Understanding of payment flows, withdrawal processes, bonus mechanics, KYC, and responsible gaming procedures.
• Experience creating VIP service documentation, communication templates, and knowledge bases.
• Additional languages relevant to the target markets.

Personal Qualities:
 

• Proactive and ownership-driven mindset.
• Strong leadership and coaching skills.
• Excellent interpersonal and relationship-building abilities.
• High level of emotional intelligence and empathy.
• Attention to detail.
• Data-driven decision-making approach.
• Excellent organisational and prioritisation skills.
• Ability to remain calm under pressure.
• Strong sense of accountability.
• Positive, discreet, and solution-oriented attitude.