VIP Account Manager

This is a fully remote position, open to applicants in Brazil, +1 more country.

📋 Description

• Take charge and proactively oversee a portfolio of valuable VIP players as their dedicated point of contact.

• Establish deep, long-term connections by comprehending each VIP's preferences, behaviors, motivations, and expectations.

• Maintain consistent proactive communication through phone and digital channels, supplemented by in-person engagement when strategically beneficial.

• Travel to meet with VIP players to enhance relationships, boost retention, and unlock long-term commercial value.

• Monitor player activity and performance metrics to identify churn risks, revenue opportunities, and engagement trends.

• Plan and implement upsell and cross-sell strategies through personalized offers, promotions, and experiences.

• Provide customized, high-touch VIP experiences that go beyond standard customer service.

• Re-engage declining or inactive VIPs using targeted retention strategies.

• Collaborate with CRM, Promotions, Product, Payments, and Customer Support teams.

• Collect structured VIP feedback and serve as the player's internal advocate to enhance the VIP program.

⛳️ Requirements

• Fluent in English with outstanding phone-based communication abilities.

• Proficiency in Spanish is a significant advantage.

• Required experience in iGaming, preferably within online Casino and/or Sportsbook settings.

• Proven track record as a VIP Account Manager, VIP Host, or a similar high-touch, revenue-oriented role.

• Strong commercial acumen with the capability to identify and implement upsell and cross-sell opportunities.

• Demonstrated success in cultivating and sustaining long-term, high-value customer relationships.

• Comfortable working with player data, KPIs, and performance objectives.

• Strong customer empathy coupled with the confidence to influence and drive commercial results.

• Knowledge of U.S. sports is viewed as a significant advantage.

• Ability to excel in a fast-paced environment while managing a portfolio independently.

• Willingness and flexibility to travel to meet VIP players in person as part of relationship management.

🏝️ Benefits

• Direct ownership of high-value VIP relationships and their commercial performance.

• Autonomy to create personalized strategies that significantly impact player experience and revenue.

• Opportunity to represent the business in high-trust, relationship-driven VIP environments.

• Collaboration with a global, ambitious, and innovative team.

• Opportunity to contribute to the development and growth of a VIP program within a rapidly evolving social gaming business.