Manage and develop relationships with high-value VIP customers and selected key accounts
Drive proactive retention, reactivation, and engagement efforts across VIP and high-potential player segments
Identify promising pre-VIP customers and support early detection and conversion into the VIP journey
Monitor customer behaviour, churn indicators, activity patterns, and commercial opportunities
Handle more complex, sensitive, or high-priority customer cases in a professional and commercially sound way
Help define and uphold high standards for personalised communication, relationship management, and portfolio ownership
Support the development of VIP processes, internal workflows, and department best practices
Work closely with CRM, Customer Support, Payments, Risk, Compliance, Sportsbook, Casino, and other internal stakeholders to deliver a strong VIP customer experience
Contribute to KPI follow-up, reporting inputs, and performance analysis to support the wider VIP strategy
Support and guide less senior team members, with scope for broader leadership responsibilities over time
Ensure all VIP activity is handled in line with responsible gaming, AML, compliance, and internal policies

Previous experience in VIP, retention, key account management, or high-value customer management within iGaming
Strong understanding of online casino and sportsbook customer behaviour
Proven ability to build and maintain strong customer relationships in a commercial, service-driven environment
Strong ownership, judgement, and ability to handle sensitive or high-value cases
Experience working cross-functionally with multiple internal stakeholders
Comfortable using data and customer insights to support retention and customer development
Excellent communication skills in English, both written and spoken
Additional language skills are considered a strong advantage

VIP Manager

Key skills