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.