Own and manage the portfolio of offboarded VIP players, monitoring churn reasons, cooling-off periods, and reactivation opportunities.
Conduct consultative outreach to former players, introducing new features, loyalty initiatives, and personalized value propositions aimed at sustainable re-engagement.
Assess and categorize churned players into clear cohorts, distinguishing temporary fatigue from Responsible Social Gaming restrictions and exclusions.
Serve as the gatekeeper for player reactivation, ensuring only healthy and sustainable players are transitioned back to VIP Account Managers.
Collaborate with VIP Account Managers to develop tailored win-back initiatives that reward loyalty while avoiding aggressive promotional strategies.
Uphold Responsible Social Gaming standards and ensure players subject to timeouts or self-exclusion remain excluded from all promotional activity.

3+ years of experience in VIP management, retention, CRM, or player lifecycle management within social casino, gaming, or iGaming environments.
Strong understanding of VIP player behaviour, segmentation, churn patterns, and responsible gaming principles.
Experience managing portfolios and executing personalized player engagement strategies.
Excellent communication skills with a consultative approach and the ability to build trust with high-value players.
Highly analytical with strong attention to detail and proficiency with CRM and reporting tools.
Ability to balance commercial objectives with player protection and long-term sustainability.

VIP Reactivation Manager

Key skills