Vip Account Manager

Gamdom; Madrid; A distancia; EUR 55.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

25 days of paid time off

Equipment allowance

Remote-first environment

Competitive salary with performance‑dr

Opportunities for professional growth

Descripción de la vacante

Gamdom is seeking a VIP Account Manager to own relationships with our highest-value players, delivering a highly personalized experience and driving VIP engagement, retention, and loyalty across Intercom, Discord, and email.

You will build long-term relationships, tailor rewards and promotions, monitor player insights, and collaborate with Customer Support, Marketing, Promotions, and Payments to ensure a seamless VIP experience in a fast-paced, remote, international environment.

Formación

• Proven experience in VIP management or related client-facing roles.
• Experience in iGaming, online gaming, crypto, or high-value customer environments is highly desirable.
• Strong relationship-building and communication skills with high-value clients.
• Excellent written and verbal English communication.
• Ability to manage multiple VIP relationships in a fast-paced, remote setting.
• Proactive, solution-oriented with attention to detail.
• Familiarity with CRM and communication platforms such as Intercom and Discord.
• Ability to analyze player data and behavioral insights to inform rewards and promotions.

Responsabilidades

• VIP Relationship Management: build and maintain long-term relationships with VIP players.
• Player Engagement & Retention: develop personalized engagement strategies and manage tailored rewards and promotions.
• Communication & Support: serve as the primary contact across channels and resolve issues end-to-end.
• Data & Player Insights: monitor activity and maintain records of VIP interactions.
• Cross-Functional Collaboration: collaborate with Customer Support, Marketing, Promotions, Payments to ensure a seamless VIP experience.

Conocimientos

VIP management

Account management

Customer success

Customer service

iGaming experience

CRM tools

Intercom

Discord

Data analysis

Herramientas

Intercom

Discord

CRM

Descripción del empleo

We are looking for a VIP Account Manager to take ownership of relationships with our highest-value players. In this role, you will be responsible for building long-term relationships, delivering a highly personalized experience, and driving VIP engagement, retention, and loyalty.

Key Responsibilities

VIP Relationship Management

• Build and maintain strong, long-term relationships with VIP players.

• Act as a trusted point of contact, understanding individual player preferences, expectations, and needs.

• Deliver a consistently high level of personalized service across all player interactions.

Player Engagement & Retention

• Develop and implement personalized engagement strategies to strengthen player loyalty and retention.

• Manage tailored rewards, promotions, and incentives based on individual player profiles and activity.

• Proactively engage with VIP players to maintain strong relationships and encourage continued engagement.

Communication & Support

• Serve as the primary contact for assigned VIP players across channels including Intercom, Discord, email, and other communication platforms.

• Respond to player requests and concerns promptly and professionally.

• Take ownership of issues through to resolution, coordinating internally where required.

Data & Player Insights

• Monitor player activity, preferences, and performance to identify opportunities for engagement and retention.

• Use player data and behavioral insights to make informed decisions around rewards, promotions, and communication.

• Maintain accurate and up-to-date records of VIP interactions and relevant player information.

Cross-Functional Collaboration

• Work closely with Customer Support, Marketing, Promotions, Payments, and other internal teams to ensure a seamless VIP experience.

• Coordinate exclusive offers, campaigns, and player experiences tailored to VIP segments.

• Share player feedback and insights with relevant teams to help improve products and services.

What We're Looking For

• Proven experience in VIP management, account management, customer success, customer service, or a similar client-facing role.

• Experience within iGaming, online gaming, crypto, betting, or another high-value customer environment is highly desirable.

• Strong relationship-building and communication skills, with the ability to establish trust with high-value clients.

• Excellent written and verbal English communication skills.

• Strong organizational skills and the ability to manage multiple VIP relationships simultaneously.

• A proactive, solution-oriented approach with strong attention to detail.

• Comfortable working with CRM and communication platforms such as Intercom, Discord, and similar tools.

• Ability to understand and work with player data and behavioral insights.

• Ability to work effectively in a fast-paced, international, and remote environment.

• Additional languages are a plus.

What We Offer

• Competitive salary with performance-based incentives.

• 25 days of paid time off

• Equipment allowance to support your home working setup.

• Opportunity to work closely with high-value players and directly influence the VIP experience.

• Professional growth and development opportunities.

• A remote-first working environment with an international team.