VIP Account Manager

VIP Account Manager | iGaming

Main focus: personal work with VIP clients, building their loyalty and retention, and keeping service at a consistently high level.

Responsibilities
Personal communication with VIP clients via chat, messengers and phone
Dedicated work with Big Winners and Big Losers: analyzing their activity and keeping direct contact
Building long-term relationships with clients and understanding their needs
Running daily mailings and personal communications with the VIP audience
Hitting the weekly call target and other client communication KPIs
Managing bonuses, promos and personalized offers within approved rules
Assisting with deposits, withdrawals, account issues and other client requests
Analyzing player activity and behaviour, as well as key VIP segment metrics
Working with Support, Payments, Risk/Compliance and other teams to resolve client issues
Delivering on tasks and priorities set by the Head of VIP / Supervisor
Keeping a daily checklist, tracking completion of all tasks and reporting on time
Maintaining the CRM and keeping client information up to date
Following Responsible Gambling principles and internal company procedures

Requirements
Strong communication and negotiation skills
Highly client-oriented, with well-developed personal service skills
Ability to build trust-based relationships and handle objections
Analytical mindset and ability to work with client data
Stress resistance, attention to detail and strong self-organization
Ownership of assigned KPIs and tasks
Confident user of CRM and work tools
English: B2C1, spoken and written
Experience in iGaming, online casino, Account Management, Customer Success, VIP or Retention is a plus
Understanding of online casino specifics and the VIP segment is a plus

Interested? Send your CV or DM me. Happy to share more details.