VIP Account Specialist, German Speaking

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

📋 Description

• Oversee and enhance a portfolio of VIP players, fostering long-lasting relationships through tailored communication.

• Engage with players through various channels including phone, email, WhatsApp, Telegram, and other authorized platforms.

• Track player activities, deposit patterns, engagement levels, and wagering to pinpoint retention and growth opportunities.

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

• Develop customized offers, bonuses, cashback, free spins, and other incentives based on player value and preferences, adhering to approved budgets.

• Manage daily VIP operations, address player inquiries, and ensure a high standard of service and personalization.

• Recognize opportunities to enhance player engagement, retention, and lifetime value through personalized campaigns, gifts, and individual initiatives.

• Monitor essential metrics such as GGR, deposits, ARPPU, churn, and conversion, translating findings into actionable account management strategies.

• Keep accurate player profiles, communication records, and activity logs in the CRM system.

• Collaborate with Team Leads and cross-functional teams, including Support, Payments, Risk, and Fraud, to efficiently resolve player issues.

• Identify and escalate Responsible Gambling, AML, KYC, fraud, and other compliance-related matters in accordance with company protocols.

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

⛳️ Requirements

• A minimum of 1 year of experience in VIP Account Management, iGaming Retention, high-touch Sales, or a comparable customer-facing role.

• Background in online iGaming or another digital business where customer retention, revenue growth, and customer lifetime value are emphasized.

• Familiarity with key performance indicators such as GGR, ARPPU, deposit activity, churn, conversion, and player value.

• Exceptional communication and relationship-building abilities, with confidence in engaging through calls, messaging apps, email, and live chat.

• Proficiency in German at an Upper-Intermediate (B2) level or above, with strong written and verbal communication skills.

• Proficiency in English at an Upper-Intermediate (B2) level or above, for internal communication and collaboration.

• Strong customer focus paired with a commercial mindset and emphasis on measurable results.

• Capability to manage multiple player accounts while ensuring personalized, high-quality communication.

• Analytical, proactive, and target-driven approach to daily tasks.

• Ability to stay calm, organized, and effective in a fast-paced setting.

• Openness to quickly learn new platforms, CRM systems, and internal tools.

🏝️ Benefits

• Flexibility to work from anywhere in the world with remote options available.

• Enjoy flexible working hours that allow you to balance personal and professional commitments while focusing on achieving great results.

• Join a Corporate English speaking club to enhance your English skills through regular practice and expert guidance.

• Be part of a Culture That Cares: thrive in a supportive environment where a robust corporate culture fosters connections, drives innovation, and makes you feel truly appreciated.

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