VIP Manager
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Job Description
VIP Account Manager managing personalized relationships, bonuses, and retention for high-value players. Gypsy Collective partners with selected brands to build talent and support business growth.
Responsibilities:
- Manage an assigned portfolio of VIP players.
- Build and maintain long-term relationships with high-value clients.
- Provide personalized communication based on player preferences.
- Ensure high player satisfaction and engagement.
- Communicate with, reactivate, and retain active and dormant VIP players via LiveChat, email, Telegram, WhatsApp, and phone calls.
- Provide personalized support, assistance, bonus offers, and consultations.
- Offer personalized bonuses and reload promotions within the approved VIP matrix.
- Analyze deposits, bets, win/loss, frequency, and average bet size.
- Handle big wins and losses professionally and with a client-oriented approach.
- Collaborate with support, loyalty, anti-fraud, and payments teams to resolve VIP requests.
- Identify signs of risky or problematic player behavior.
- Escalate relevant cases when necessary.
- Follow Responsible Gaming and compliance guidelines.
Requirements:
- 1+ years of experience as a VIP Manager / VIP Support / Customer Retention Specialist in iGaming, betting, or crypto.
- Proven experience in one-on-one communication with VIP clients via chat or messengers.
- Strong objection-handling and retention skills.
- Understanding of bonus mechanics and ability to use them effectively.
- Proficiency with Telegram, WhatsApp, LiveChat, and CRM systems.
- Basic understanding of Deposit, GGR, LTV, Retention, and Hold metrics.
- Strong written and verbal communication skills.
- English level B2+ required.
- Fluent in Ukrainian.
- Availability for a 5 days on / 2 days off schedule with rotating days off.
- Availability for rotating shifts: 15:00–00:00, 11:00–20:00, or 08:00–17:00.
Benefits:
- Flexible payment options: choose the method that works best for you.
- Tax assistance included: we handle part of your taxes and provide guidance on the local setup.
- Bonuses for holidays, B-day, work milestones and more.
- We cover courses and certifications and offer real opportunities to grow your career with us.
- Benefit Cafeteria: sports, language courses, therapy sessions, and more.
- Team-building events and industry conferences, online, offline, and on stage.
- New laptops and essential peripherals like monitors and headphones.
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