VIP Account Specialist

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

📋 Description

• Oversee and enhance a designated portfolio of VIP players.

• Establish enduring relationships through tailored communication via calls, email, WhatsApp, Telegram, and other authorized channels.

• Track player engagement and pinpoint opportunities to boost deposits, wagering, and retention.

• Actively work to reactivate dormant players using sanctioned retention and win-back strategies.

• Create and present customized offers based on player behavior, value, and preferences.

• Manage daily VIP operations and ensure all player inquiries are addressed promptly.

• Distribute bonuses, cashback, free spins, and other rewards in accordance with company policies and allocated budgets.

• Propose personalized gifts, marketing campaigns, and engagement initiatives for high-value players.

• Monitor essential player metrics and convert insights into actionable account management strategies.

• Keep precise player notes, communication logs, and activity data within the CRM system.

• Collaborate with Team Leads and various departments to provide a seamless VIP experience.

• Respond swiftly to requests from Support, Risk, Fraud, Payments, and other internal teams.

• Recognize and escalate Responsible Gambling, AML, KYC, fraud, and other compliance-related issues when necessary.

• Achieve individual performance goals and contribute to the overall success of the VIP team.

⛳️ Requirements

• A minimum of 1 year of experience in VIP Account Management, Retention, high-touch Sales, or a related field.

• Demonstrated experience in online iGaming sales, retention, or similar digital/subscription products, focusing on revenue retention and customer lifetime value.

• Strong grasp of key performance indicators such as GGR, ARPPU, deposit activity, churn, and conversion, with the ability to translate these into actionable account strategies.

• Excellent communication and relationship-building abilities across phone, live chat, messaging apps, email, and SMS.

• A customer-focused mindset paired with a strong commercial orientation.

• Capability to manage multiple players and priorities while ensuring a high degree of personalization.

• Data-informed and target-driven approach.

• Ability to remain calm and effective in a fast-paced, competitive setting.

• Solid understanding of digital products and a quick adaptability to new platforms and tools.

• Upper-Intermediate English or better — confident in both written and spoken communication.

• Nice to have: Direct experience in online iGaming, particularly hands-on experience with the SoftSwiss platform.

• Nice to have: Experience working with VIP players in a shift-based environment.

• Nice to have: Knowledge of VIP mechanics, including cashback, tier progression, bonus strategies, and retention frameworks.

• Nice to have: Experience using CRM and player segmentation tools.

• Nice to have: Familiarity with multiple GEOs and various player profiles.

🏝️ Benefits

• Flexibility to choose your work location: work remotely from anywhere in the world.

• Flexible working hours that allow you to balance personal and professional commitments while maintaining focus on delivering excellent results.

• Corporate English speaking club: enhance your English skills through regular practice and expert guidance.

• A Culture That Cares: flourish in a supportive environment where a robust corporate culture fosters connections, drives innovation, and makes you feel genuinely valued.

• Accelerate Your Growth: take advantage of career advancement opportunities in a rapidly growing marketing company. As the company expands, so will your professional development.