VIP Account Specialist

We are looking for a VIP Specialist to join our Retention team and take ownership of an assigned portfolio of high-value players.

You will build strong, long-term relationships with VIP players, understand their behavior and preferences, and use a data-driven and personalized approach to increase retention, engagement and player lifetime value.

• 1+ year of experience in VIP Account Management, Retention, high-touch Sales or a similar role.
• Proven experience in online iGaming sales, retention or comparable digital/subscription products, with a focus on revenue retention and customer lifetime value.
• Strong understanding of key performance metrics such as GGR, ARPPU, deposit activity, churn and conversion, with the ability to translate them into concrete account actions.
• Strong communication and relationship-building skills across phone, live chat, messengers, email and SMS.
• Customer-oriented mindset combined with a strong commercial focus.
• Ability to manage multiple players and priorities while maintaining a high level of personalization.
• Data-driven and target-oriented approach.
• Ability to stay calm and effective in a fast-paced and competitive environment.
• Good understanding of digital products and the ability to quickly learn new platforms and tools.
• Upper-Intermediate English or higher — confident written and spoken communication.

Nice to have

• Direct experience in online iGaming, especially hands-on experience with the SoftSwiss platform.
• Experience working with VIP players in a shift-based operation.
• Understanding of VIP mechanics, including cashback, tier progression, bonus strategy and retention frameworks.
• Experience working with CRM and player segmentation tools.
• Experience working with multiple GEOs and different player profiles.

Responsibilities

• Manage and develop an assigned portfolio of VIP players.
• Build long-term relationships through personalized communication across calls, email, WhatsApp, Telegram and other approved channels.
• Monitor player activity and identify opportunities to increase deposits, wagering, engagement and retention.
• Proactively reactivate inactive players using approved retention and win-back strategies.
• Develop and deliver personalized offers based on player behavior, value and preferences.
• Manage daily VIP workflows and ensure all player requests are handled efficiently.
• Issue bonuses, cashback, free spins and other rewards in line with company guidelines and approved budgets.
• Suggest personalized gifts, campaigns and engagement ideas for high-value players.
• Track key player metrics and translate insights into practical account management actions.
• Maintain accurate player notes, communication history and activity data in CRM.
• Collaborate with Team Leads and cross-functional teams to deliver a seamless VIP experience.
• Respond promptly to requests from Support, Risk, Fraud, Payments and other internal teams.
• Identify and escalate Responsible Gambling, AML, KYC, fraud and other compliance-related concerns when required.
• Meet individual performance targets and contribute to the overall performance of the VIP team.

• Freedom to choose where to work: work from anywhere in the world with the freedom of remote options.
• Flexibility: enjoy flexible working hours that let you balance your personal and professional life while staying focused on delivering great results.
• Corporate English speaking club: improve your English proficiency with regular practice and expert guidance.
• A Culture That Cares: thrive in a friendly environment where a strong corporate culture builds connections, drives innovation, and makes you feel truly valued.
• Accelerate Your Growth: seize career advancement opportunities in a rapidly expanding marketing company. As the company scales, so will your professional journey.