VIP Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of VIP players and foster enduring relationships through consistent, personalized communication via phone, email, and other approved methods.

• Act as a reliable point of contact and collaborate with Customer Service, Payments, and various teams to swiftly resolve issues.

• Keep precise profiles and records of player preferences, feedback, interactions, and offers.

• Analyze portfolio performance, track engagement and retention, address service concerns, and prioritize outreach.

• Identify inactive VIP players, understand reasons for disengagement, and coordinate suitable outreach and offers.

• Spot promising high-value players, evaluate eligibility, and introduce them to the VIP program.

• Collaborate with CRM, Marketing, Product, and Operations teams to develop tailored campaigns and VIP experiences with measurable goals.

• Distribute bonuses, gifts, and hospitality within established budgets and policies, assessing their effectiveness on retention, satisfaction, and player value.

• Provide reports on performance trends, outreach outcomes, player feedback, and suggestions for program enhancement.

• Assist in organizing and hosting hospitality events, delivering attentive service from invitation to follow-up.

• Identify recurring issues, competitor insights, and areas for improvement in games, tools, and services.

• Adhere to responsible play, privacy, eligibility, and promotional guidelines; recognize and escalate player-welfare concerns appropriately; respect exclusions and contact limitations.

⛳️ Requirements

• Minimum of one year of experience in VIP management or account management within iGaming, sports betting, skill gaming, or a closely related field.

• Proven experience in building relationships with high-value customers and providing proactive, personalized service.

• Capability to analyze player data, identify trends, and convert findings into retention and engagement strategies.

• Strong commercial acumen, including experience in managing offers or promotional budgets and assessing outcomes.

• Exceptional written and verbal communication skills, with confidence in handling sensitive discussions and resolving customer issues.

• Strong organizational skills and follow-through, with the ability to manage a portfolio and prioritize competing demands.

• Experience with CRM or customer management platforms, such as Salesforce, Optimove, or Braze.

• Proficient in Excel.

• Willingness to support occasional evening or weekend player needs and attend VIP events as necessary.

• Preferred: Experience supporting VIP players in a regulated US gaming environment.

• Preferred: Background in luxury hospitality, premium customer service, or client relationship management.

• Preferred: Familiarity with player lifecycle strategies, personalized promotions, and bonus optimization.

• Preferred: Experience working collaboratively with CRM, Marketing, Product, Analytics, and Customer Service teams.

• Preferred: Genuine interest in games and in creating a delightful, trustworthy player experience.

🏝️ Benefits

• Comprehensive subsidized medical, dental, and vision coverage.

• Paid parental leave options.

• 5% company 401(k) match with immediate vesting.

• Generous time off.

• Flexible hours to promote work-life balance.

• Collaborative and inclusive work environment.

• Exciting, creative, and fun industry where you can make a measurable impact.