VIP Account Manager
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Job Description
VIP Account Manager supporting VIP and pre-VIP players for international iGaming company RISK. Managing relationships, retention, reactivation, and personalized player communications.
Responsibilities:
- Handle incoming communication from VIP and pre-VIP players through live chat, email, and messengers
- Introduce the VIP program, explain benefits, and build relationships with players who become VIPs
- Build and maintain personalized, long-term relationships with VIP players
- Provide high-quality support and resolve player issues from start to finish
- Complete campaign follow-ups, targeted outreach, and feedback collection for assigned player segments
- Identify retention risks and changes in player behavior and take proactive action
- Reactivate inactive VIP players and support their return to the platform
- Communicate personalized bonuses, promotions, and exclusive offers according to the VIP strategy
- Explain bonus and promotion terms clearly
- Coordinate with Payments, Support, and Risk teams to resolve complex player issues
- Make outbound calls when necessary
- Maintain accurate player interaction, preference, and feedback information in the CRM
- Monitor player activity and basic performance data to identify retention and engagement opportunities
- Meet individual and team KPIs related to retention, reactivation, deposits, and player engagement
Requirements:
- Previous experience in customer support, account management, VIP service, sales, or a similar client-facing role
- Experience in iGaming, online casino, betting, or VIP/premium customer service is a strong plus
- Fluent English and Italian — required for daily work communication
- Fluent Ukrainian or Russian — required for communication with the team
- Strong communication and relationship-building skills
- Proactive approach and willingness to take initiative without always waiting for detailed instructions
- Ability to handle a high volume of messages while maintaining communication quality
- Strong problem-solving skills and ability to handle complex customer situations independently
- Customer-oriented mindset with a focus on building long-term relationships
- Ability to work with chats, messengers, email, and occasional outbound calls
- Familiarity with CRM systems and basic data analysis is a plus
- Comfortable working in a shift-based environment, including weekends and holidays
- Ability to work effectively in a fast-paced environment and maintain a high level of attention to detail
Benefits:
- Children Allowance
- Mental Health Support
- Sport Activities
- Language Courses
- Automotive Services
- Veterinary Services
- Home Office Setup Assistance
- Dental Services
- Books and Stationery
- Training Compensation
- Massage
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