VIP Account Manager

B2Spin Limited; Brasil; On-site; BRL 120,000 - 180,000; Full time

Job summary

B2Spin is seeking a VIP Account Manager to own a portfolio of high-value players and drive retention, engagement, and revenue. The role involves face-to-face interactions with VIPs and autonomy to shape personalized experiences.

You will collaborate with CRM, Promotions, Product, Payments, and Support to deliver tailored offers and monitor KPIs. English fluency is required, Spanish helpful, and some travel will be involved.

Qualifications

• Experience as VIP Account Manager or VIP host in iGaming.
• Experience managing high-value client portfolios and retention.
• Strong upsell and cross-sell track record.

Responsibilities

• Own and manage a portfolio of high-value VIP players as their dedicated contact.
• Develop long-term relationships by understanding preferences, motivations, and expectations.
• Maintain proactive touchpoints via phone, digital, and in-person engagements.
• Travel to meet VIPs to strengthen relationships and drive revenue.
• Monitor activity and KPIs to identify churn risks and opportunities.
• Plan and execute targeted upsell and cross-sell offers.
• Collaborate with CRM, Promotions, Product, Payments, and Support to ensure seamless VIP management.
• Gather VIP feedback to improve the program.

Skills

VIP Relationship Management

iGaming Experience

English Fluency

Travel Availability

Data-driven

Tools

CRM Systems

Job description

We are B2Spin, and we are dedicated to delivering the best Free-to-Play Social Casino and gaming experiences by creating captivating, engaging, and unique products that are accessible to everyone. We have built a team of talented professionals from all over the globe, who are working to continually improve the experiences of our players. We are not looking to just be part of the industry, but to revolutionize it.

The Role

As a VIP Account Manager, you will be the commercial and relationship owner for a portfolio of our highest-value players. This is a proactive, revenue-focused role where success is measured by retention, engagement, and lifetime value growth.

This role requires a high level of trust, autonomy, and professionalism, including the opportunity to represent the business in face-to-face interactions with VIP players.

You will build trusted, long-term relationships with VIP players, identify opportunities to upsell and cross-sell, and deliver personalized experiences that drive loyalty, satisfaction, and sustainable revenue.

What You Will Be Doing

• Own and proactively manage a portfolio of high-value VIP players, acting as their dedicated point of contact
• Build deep, long-term relationships by understanding each VIP's preferences, behaviours, motivations, and expectations
• Maintain regular, proactive phone-based and digital communication, complemented by in-person engagement where strategically appropriate
• Travel to meet VIP players to strengthen relationships, improve retention, and unlock long-term commercial value
• Monitor player activity and performance metrics to identify churn risk, revenue opportunities, and engagement trends
• Plan and execute upsell and cross-sell strategies through personalized offers, promotions, and experiences
• Deliver tailored, high-touch VIP experiences that go beyond standard customer service
• Re-engage declining or inactive VIPs using targeted retention strategies
• Collaborate closely with internal teams (CRM, Promotions, Product, Payments, Customer Support) to ensure seamless VIP account management
• Gather structured VIP feedback and act as the voice of the player internally to help evolve and improve the VIP program

What We Are Looking For

• Fluent English with excellent phone-based communication skills (Spanish is a strong plus)
• Mandatory iGaming experience, ideally within online Casino and/or Sportsbook environments
• Proven experience as a VIP Account Manager, VIP Host, or similar high-touch, revenue-driven role
• Strong commercial mindset with the ability to identify and execute upsell and cross-sell opportunities
• Demonstrated success in building and maintaining long-term, high-value customer relationships
• Comfortable working with player data, KPIs, and performance targets
• Strong customer empathy combined with confidence to influence and drive commercial outcomes
• U.S. sports knowledge is considered a strong advantage
• Ability to thrive in a fast-paced environment while managing a portfolio independently
• Willingness and flexibility to travel to meet VIP players in person as part of relationship management

Why You Will Love It

• Direct ownership of high-value VIP relationships and their commercial performance
• Autonomy to design personalized strategies that meaningfully impact player