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About the Role
We are looking for an experienced VIP Manager to take ownership of a portfolio of high-value players (VIP 2—VIP 5).
In this role, you will be responsible for player retention, engagement, relationship management, and portfolio performance. You will become the primary point of contact for your assigned players, building long-term relationships and delivering a highly personalized VIP experience.
You will communicate directly with players through calls, WhatsApp, email, and other available channels, ensuring they remain engaged, active, and satisfied throughout their VIP journey.
This is a proactive retention-focused role with a direct impact on player loyalty, activity, and long-term value. We are looking for someone who understands VIP player behavior, enjoys relationship management, and is motivated by both player satisfaction and commercial results.
Key Responsibilities
VIP Relationship Management
— Manage a portfolio of VIP players (VIP 2—VIP 5);
— Build and maintain strong long-term relationships with assigned players;
— Act as the primary point of contact for your portfolio;
— Deliver a highly personalized VIP experience tailored to player preferences and behavior;
— Maintain regular communication through calls, WhatsApp, email, and other available channels;
— Ensure all important player interactions and follow-ups are completed in a timely manner;
— Understand player motivations, preferences, and activity patterns;
— Maintain high engagement levels across your portfolio.
Retention & Reactivation
— Monitor player activity and identify churn risks;
— Execute retention and reactivation activities;
— Contact inactive or disengaged players and maintain long-term communication;
— Respond proactively to changes in player behavior, including inactivity, reduced engagement, deposit declines, withdrawals, and big wins;
— Support player loyalty and long-term retention through relationship-based communication;
— Identify opportunities to increase player activity and engagement.
Bonus & Promotional Management
— Select suitable bonuses and promotional offers based on player behavior and value;
— Request bonuses through internal approval processes;
— Present offers in a personalized and strategic manner;
— Monitor player response to promotions and retention campaigns;
— Balance player satisfaction with responsible bonus allocation;
— Contribute ideas to improve player engagement and loyalty initiatives.
Bonuses should support player retention and relationship management, not replace them.
Portfolio Performance Management
— Monitor deposits, withdrawals, and overall player activity;
— Analyze player behavior and engagement trends;
— Identify opportunities to improve player value and retention;
— Prioritize communication and follow-up activities based on player importance and activity;
— Take full ownership of portfolio performance and player relationships;
— Ensure high-value accounts receive appropriate attention and proactive management.
CRM Management & Reporting
— Record all player communication and interactions;
— Maintain accurate player notes and communication history;
— Update statuses, follow-up actions, and important account information;
— Keep CRM records organized and up to date;
— Follow internal reporting and operational standards;
— Ensure all player-related information is accurately documented.
Strong CRM discipline is considered a core part of the VIP Manager role.
Cross-Functional Collaboration
You will work closely with CRM, Payments, Support, Product, and Compliance teams to ensure VIP players receive the highest level of service.
This includes:
— escalating and resolving player issues;
— coordinating VIP campaigns and promotions;
— providing player feedback and insights;
— contributing to the continuous improvement of VIP operations.
Communication
Phone communication is a key part of the role.
The successful candidate should feel comfortable maintaining regular contact with VIP players through outbound calls, relationship-building conversations, retention activities, and personalized follow-ups.
Strong written communication through WhatsApp and email is equally important.
Success in this Role
Success in this position will be measured through:
— player retention and reactivation performance;
— portfolio engagement and activity levels;
— growth and development of player value;
— quality of VIP relationships and communication;
— CRM discipline and operational execution;
— contribution to overall VIP department objectives.
Requirements
Professional Experience
— Minimum 2 years of experience as a VIP Manager within the iGaming industry;
— Proven experience managing VIP player portfolios;
— Experience working with high-value players;
— Experience managing portfolios of VIP players rather than handling inbound support only;
— Strong understanding of retention, reactivation, and loyalty strategies;
— Experience with bonuses, promotional campaigns, and player engagement initiatives;
— Understanding of VIP player lifecycle management.
Communication Skills
— Excellent written and spoken English (B2+ minimum);
— Strong phone communication skills and confidence in outbound calling;
— Ability to build trust and maintain long-term relationships with players;
— Excellent negotiation and objection-handling abilities;
— High emotional intelligence and strong interpersonal skills.
Analytical & Operational Skills
— Ability to analyze player behavior and identify retention opportunities;
— Understanding of key VIP metrics such as Deposits, GGR, Hold, RTP, Retention, and Reactivation;
— Ability to manage multiple VIP accounts simultaneously;
— Strong organizational and prioritization skills;
— Attention to detail and ability to work independently.
Personal Qualities
— Professional, mature, and responsible approach to work;
— Strong sense of ownership and accountability;
— Commercial awareness and business-oriented mindset;
— Results-oriented and proactive personality;
— Comfortable working in a remote environment.
What We Offer
— Full-time remote position;
— Schedule: Monday—Friday, 16:00–00:00 (Kyiv time);
— Competitive fixed salary and performance-based bonus structure;
— Opportunity to work directly with high-value VIP players;
— High level of ownership and autonomy;
— Direct impact on player retention, engagement, and business performance;
— International team environment;
— Career growth opportunities within a fast-growing iGaming company.
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