VIP Account Specialist

We are looking for a VIP Specialist to join our Retention team and take ownership of an assigned portfolio of high-value players. You will build strong, long-term relationships with VIP players, understand their behavior and preferences, and use a data-driven and personalized approach to increase retention, engagement and player lifetime value. • 1+ year of experience in VIP Account Management, Retention, high-touch Sales or a similar role. • Proven experience in online iGaming sales, retention or comparable digital/subscription products, with a focus on revenue retention and customer lifetime value. • Strong understanding of key performance metrics such as GGR, ARPPU, deposit activity, churn and conversion, with the ability to translate them into concrete account actions. • Strong communication and relationship-building skills across phone, live chat, messengers, email and SMS. • Customer-oriented mindset combined with a strong commercial focus. • Ability to manage multiple players and priorities while maintaining a high level of personalization. • Data-driven and target-oriented approach. • Ability to stay calm and effective in a fast-paced and competitive environment. • Good understanding of digital products and the ability to quickly learn new platforms and tools. • Upper-Intermediate English or higher — confident written and spoken communication. Nice to have • Direct experience in online iGaming, especially hands-on experience with the SoftSwiss platform. • Experience working with VIP players in a shift-based operation. • Understanding of VIP mechanics, including cashback, tier progression, bonus strategy and retention frameworks. • Experience working with CRM and player segmentation tools. • Experience working with multiple GEOs and different player profiles. Responsibilities • Manage and develop an assigned portfolio of VIP players. • Build long-term relationships through personalized communication across calls, email, WhatsApp, Telegram and other approved channels. • Monitor player activity and identify opportunities to increase deposits, wagering, engagement and retention. • Proactively reactivate inactive players using approved retention and win-back strategies. • Develop and deliver personalized offers based on player behavior, value and preferences. • Manage daily VIP workflows and ensure all player requests are handled efficiently. • Issue bonuses, cashback, free spins and other rewards in line with company guidelines and approved budgets. • Suggest personalized gifts, campaigns and engagement ideas for high-value players. • Track key player metrics and translate insights into practical account management actions. • Maintain accurate player notes, communication history and activity data in CRM. • Collaborate with Team Leads and cross-functional teams to deliver a seamless VIP experience. • Respond promptly to requests from Support, Risk, Fraud, Payments and other internal teams. • Identify and escalate Responsible Gambling, AML, KYC, fraud and other compliance-related concerns when required. • Meet individual performance targets and contribute to the overall performance of the VIP team. • Freedom to choose where to work: work from anywhere in the world with the freedom of remote options. • Flexibility: enjoy flexible working hours that let you balance your personal and professional life while staying focused on delivering great results. • Corporate English speaking club: improve your English proficiency with regular practice and expert guidance. • A Culture That Cares: thrive in a friendly environment where a strong corporate culture builds connections, drives innovation, and makes you feel truly valued. • Accelerate Your Growth: seize career advancement opportunities in a rapidly expanding marketing company. As the company scales, so will your professional journey.