VIP manager

As a VIP Manager, you will be responsible for building strong player relationships, managing and prioritizing the VIP portfolio, and delivering personalized experiences that drive player engagement, loyalty, and retention. You will leverage your understanding of the product and VIP program to make informed bonus decisions, master internal tools and processes, and take independent ownership of your portfolio to maximize player value and support business growth.

Key Responsibilities:

1. VIP Portfolio Management: Manage a portfolio of high-value players, ensuring personalized attention, strong relationships, and long-term engagement.
2. Player Retention: Proactively identify players at risk of churn and implement tailored retention strategies to maintain activity and deposit frequency.
3. Revenue Growth: Drive player value through personalized offers, deposit incentives, and engagement strategies that increase deposits and overall LTV.
4. Personalized Communication: Build strong relationships through proactive, personalized communication via email, live chat, phone calls, and messaging apps.
5. VIP Segmentation: Identify and classify potential and existing VIPs based on deposit behavior, revenue contribution, activity, growth potential, and engagement.
6. Bonus and Offer Management: Develop and deliver personalized bonuses, promotions, and rewards within approved budgets and risk limits.
7. Player Activity Monitoring: Track key player metrics, including deposits, withdrawals, gameplay, redemption behavior, activity frequency, and changes in spending patterns.
8. Reactivation Campaigns: Engage inactive or declining VIPs through targeted outreach, personalized incentives, and win-back strategies.
9. Cross-Department Coordination: Collaborate with Customer Support, Payments, Risk, Retention, and other departments to resolve VIP issues promptly and ensure a seamless player experience.

Requirements:

• Experience working with high-value players in Tier 1 countries
• Knowledge of VIP segmentation, loyalty programs, and tier-based reward structures
• Communication & negotiation
• Analytical thinking
• Personalization & customer-centricity
• Problem-solving & ownership
• English B2+
• Ukrainian - native

Would be a plus:

• CRM & reporting tools
• Responsible gaming awareness

Soft skills needed:

• Emotional intelligence
• Relationship-building
• Proactivity
• Commercial awareness
• Ownership

What do we offer:

• Competitive salary based on experience and expertise
• 30 days of paid vacation, plus additional paid days off for Ukrainian national holidays
• Flexible schedule and a strong work-life balance culture — we value results, not hours
• Full remote work — work from anywhere you feel productive
• Full-time or part-time basis of cooperation
• No micromanagement — we trust our team and empower you to own your work
• Transparent communication across all levels of the company
• Referral program with bonuses for recommending great talent