Build and maintain strong relationships with VIP customers through personalised communication and exceptional service
Manage VIP interactions across multiple channels including phone, email, live chat and private communication channels
Take full ownership of your customer portfolio with a focus on retention, customer lifetime value and commercial performance
Collaborate closely with CRM and internal teams to execute campaigns, loyalty initiatives and targeted customer engagement activities
Monitor customer behaviour and performance metrics, using data and insights to proactively identify growth opportunities
Organise and host VIP events, both online and in person, to strengthen customer engagement and loyalty
Handle escalations and customer-related matters including account concerns, responsible gaming and bonus queries
Maintain detailed customer profiles to deliver a highly personalised customer experience
Stay informed on market trends and competitor activity to continuously improve the VIP offering

Previous experience managing VIP customers within the iGaming industry
Strong understanding of online casino, sportsbook and crypto gaming products
Proven commercial mindset with experience driving customer value and portfolio performance
Experience handling high-value customer relationships in a customer-focused environment
Excellent English communication skills, both written and verbal
Strong analytical mindset with excellent attention to detail and problem-solving abilities
Previous experience planning and hosting VIP events would be highly advantageous
Self-driven, proactive and comfortable managing priorities independently

VIP Account Manager

Key skills