VIP Account Manager

Accountabilities

• • Manage incoming communications from VIP and pre-VIP players through live chat, email, and messaging platforms.

  • Act as the primary point of contact when players enter the VIP program, introducing the program, explaining its benefits, and establishing a strong relationship from the outset.

  • Build and maintain personalized, long-term relationships with VIP players.

  • Deliver high-quality customer support and manage player issues through to resolution.

  • Manage assigned player segments and execute campaign follow-ups, targeted outreach, and feedback collection.

  • Monitor player behavior and identify potential retention risks or changes in engagement.

  • Proactively contact players when intervention or additional support is required.

  • Reactivate inactive VIP players and encourage their return to the platform.

  • Communicate personalized bonuses, promotions, and exclusive offers in line with the VIP strategy.

  • Clearly explain promotion and bonus terms and conditions to players.

  • Collaborate with Payments, Support, Risk, and other internal teams to resolve complex customer issues.

  • Make outbound calls when appropriate to strengthen communication and support VIP relationships.

  • Maintain accurate CRM records covering player interactions, preferences, feedback, and relevant account information.

  • Monitor player activity and basic performance data to identify opportunities for retention and engagement.

  • Meet individual and team KPIs relating to retention, reactivation, deposits, and player engagement.

  Requirements

  • Previous experience in customer support, account management, VIP services, sales, or another client-facing position.

  • Experience in iGaming, online casino, sports betting, or premium/VIP customer service is a strong advantage.

  • Fluent English and Italian, required for daily communication.

  • Fluent Ukrainian or Russian, required for communication with the wider team.

  • Excellent communication and relationship-building abilities.

  • Proactive and self-motivated approach, with the confidence to take initiative without always requiring detailed direction.

  • Ability to manage a high volume of customer interactions while maintaining a consistently high standard of communication.

  • Strong problem-solving skills and the ability to independently manage complex customer situations.

  • Customer-focused mindset with a genuine interest in developing long-term relationships.

  • Comfortable communicating through live chat, messengers, email, and occasional outbound calls.

  • Familiarity with CRM systems and basic data analysis is an advantage.

  • Comfortable working shifts, including weekends and public holidays.

  • Ability to perform effectively in a fast-paced environment while maintaining accuracy and attention to detail.

  Benefits

  • Fully remote working environment.

  • Benefit Cafeteria with a flexible range of perks and allowances.

  • Children allowance.

  • Mental health support.

  • Sports and fitness activities.

  • Language courses.

  • Automotive services.

  • Veterinary services.

  • Home-office setup assistance.

  • Dental services.

  • Books and stationery allowance.

  • Training and professional development compensation.

  • Massage and wellness benefits.

  • Opportunity to work in an international iGaming environment with exposure to VIP customer management and retention.

  • Dynamic role combining customer experience, account management, communication, and performance-focused objectives.