VIP Manager

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

📋 Description

• Oversee a designated portfolio of VIP players.

• Establish and nurture long-term relationships with high-value clients.

• Provide tailored communication based on player preferences.

• Ensure exceptional player satisfaction and engagement.

• Interact with, reactivate, and retain both active and dormant VIP players through LiveChat, email, Telegram, WhatsApp, and phone calls.

• Deliver personalized support, assistance, bonus offers, and consultations.

• Offer tailored bonuses and reload promotions within the approved VIP framework.

• Analyze deposits, betting patterns, win/loss ratios, frequency, and average bet sizes.

• Professionally manage significant wins and losses with a client-centered approach.

• Collaborate with support, loyalty, anti-fraud, and payment teams to resolve VIP inquiries.

• Identify indicators of risky or problematic player behavior.

• Escalate pertinent cases when necessary.

• Adhere to Responsible Gaming and compliance guidelines.

⛳️ Requirements

• Minimum of 1 year of experience as a VIP Manager, VIP Support, or Customer Retention Specialist in iGaming, betting, or cryptocurrency.

• Demonstrated experience in one-on-one communication with VIP clients through chat or messaging platforms.

• Strong skills in objection handling and client retention.

• Knowledge of bonus mechanics and the ability to employ them effectively.

• Proficient in using Telegram, WhatsApp, LiveChat, and CRM systems.

• Basic understanding of Deposit, GGR, LTV, Retention, and Hold metrics.

• Excellent written and verbal communication skills.

• English proficiency at B2+ level is required.

• Fluency in Ukrainian.

• Availability for a schedule of 5 days on and 2 days off, with rotating days off.

• Willingness to work rotating shifts: 15:00–00:00, 11:00–20:00, or 08:00–17:00.

🏝️ Benefits

• Flexible payment options: select the method that suits you best.

• Tax assistance provided: we manage part of your taxes and offer guidance on local setups.

• Bonuses for holidays, birthdays, work milestones, and more.

• Coverage for courses and certifications, with genuine opportunities to advance your career with us.

• Benefit Cafeteria: including sports, language courses, therapy sessions, and additional offerings.

• Team-building events and industry conferences, both online and offline.

• Provision of new laptops and essential peripherals such as monitors and headphones.