VIP Account Manager
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VIP Account Manager based in Germany.
Join an international iGaming environment where you will manage relationships with high-value and pre-VIP players.
You will combine personalized customer support, account management, and proactive retention strategies.
The role focuses on building trusted, long-term relationships while delivering a high-quality experience across multiple communication channels.
You will monitor player behavior, identify retention opportunities, and proactively engage customers when action is needed.
Working closely with Payments, Support, Risk, and other internal teams, you will help resolve complex player situations efficiently.
You will also contribute to reactivation campaigns, personalized promotions, and player engagement initiatives.
This is a dynamic, fast-paced role suited to a relationship-focused professional who enjoys ownership, communication, and measurable results.
Accountabilities
Manage incoming communications from VIP and pre-VIP players through live chat, email, and messaging platforms.
Act as the primary point of contact when players enter the VIP program, introducing the program, explaining its benefits, and establishing a strong relationship from the outset.
Build and maintain personalized, long-term relationships with VIP players.
Deliver high-quality customer support and manage player issues through to resolution.
Manage assigned player segments and execute campaign follow-ups, targeted outreach, and feedback collection.
Monitor player behavior and identify potential retention risks or changes in engagement.
Proactively contact players when intervention or additional support is required.
Reactivate inactive VIP players and encourage their return to the platform.
Communicate personalized bonuses, promotions, and exclusive offers in line with the VIP strategy.
Clearly explain promotion and bonus terms and conditions to players.
Collaborate with Payments, Support, Risk, and other internal teams to resolve complex customer issues.
Make outbound calls when appropriate to strengthen communication and support VIP relationships.
Maintain accurate CRM records covering player interactions, preferences, feedback, and relevant account information.
Monitor player activity and basic performance data to identify opportunities for retention and engagement.
Meet individual and team KPIs relating to retention, reactivation, deposits, and player engagement.
Previous experience in customer support, account management, VIP services, sales, or another client-facing position.
Experience in iGaming, online casino, sports betting, or premium/VIP customer service is a strong advantage.
Fluent English and Italian, required for daily communication.
Fluent Ukrainian or Russian, required for communication with the wider team.
Excellent communication and relationship-building abilities.
Proactive and self-motivated approach, with the confidence to take initiative without always requiring detailed direction.
Ability to manage a high volume of customer interactions while maintaining a consistently high standard of communication.
Strong problem-solving skills and the ability to independently manage complex customer situations.
Customer-focused mindset with a genuine interest in developing long-term relationships.
Comfortable communicating through live chat, messengers, email, and occasional outbound calls.
Familiarity with CRM systems and basic data analysis is an advantage.
Comfortable working shifts, including weekends and public holidays.
Ability to perform effectively in a fast-paced environment while maintaining accuracy and attention to detail.
Fully remote working environment.
Benefit Cafeteria with a flexible range of perks and allowances.
Children allowance.
Mental health support.
Sports and fitness activities.
Language courses.
Automotive services.
Veterinary services.
Home-office setup assistance.
Dental services.
Books and stationery allowance.
Training and professional development compensation.
Massage and wellness benefits.
Opportunity to work in an international iGaming environment with exposure to VIP customer management and retention.
Dynamic role combining customer experience, account management, communication, and performance-focused objectives.