VIP Manager - Japanese Markets (Crypto Casino)

Randstad (Schweiz) AG; Netherlands; Remote; EUR 50.000 - 80.000; Full time

Job summary

A leading force in the Web3 space, Block Labs is seeking a VIP Manager to enhance customer engagement with high-value players in the Japanese market. This role requires native-level Japanese fluency and operational expertise, aiming to build a premium experience that reflects Japanese values of trust and discretion. The ideal candidate will balance relationship management with data-driven insights to drive satisfaction and retention.

Qualifications

• Native-level Japanese and strong English communication skills.
• Proven success in VIP or customer-facing roles in online gaming.
• Deep understanding of Japanese player preferences and cultural nuances.

Responsibilities

• Develop trust-based relationships with VIPs through tailored communication.
• Personalize customer interactions based on preferences and behaviors.
• Monitor player activity to identify upsell and retention opportunities.

Skills

Customer Engagement

Relationship Management

Cultural Understanding

Data Analysis

Communication

Tools

CRM

Analytics Platforms

Job description

️ Title: VIP Manager – Japanese Market (Crypto Casino & Sportsbook)

Department: Revenue Operations

Location: Japan or Remote (Asia Timezone Preferred)

About Block Labs

Block Labs is a leading force in the Web3 space, incubating, investing in, and accelerating top-tier fintech, crypto and iGaming projects. With a mission to shape the future of decentralized technology, we partner with visionary startups to raise funding, refine product-market fit, and grow their audiences. Our diverse team drives innovation, using deep industry expertise and an extensive network to empower the next wave of blockchain-driven companies. At Block Labs, we’re passionate about turning bold ideas into breakthrough success.

The Opportunity

We are looking for a passionate and experienced VIP Manager to lead our high-value customer engagement efforts for the Japanese market. You will play a critical role in maintaining long-term relationships with our most loyal players and growing our footprint in Japan. This position requires native-level Japanese fluency, deep cultural understanding of Japanese customer expectations, and strong operational capabilities.

As a brand rooted in innovation and entertainment, we are building a premium VIP experience that reflects Japanese values of respect, discretion, and trust.

Your Responsibilities:

VIP Relationship Management

• Develop strong, trust-based relationships with Japanese high-value players through tailored communication and service.
• Ensure a white-glove experience that reflects high standards of omotenashi (Japanese hospitality).

Customer Engagement & Retention

• Personalize interactions and campaigns based on player preferences, behavior, and lifecycle status.
• Organize exclusive events, promotions, and offers targeted to VIP interests, both online and offline (e.g., tournaments, gifts, concierge perks).

Operations & Support

• Serve as the main point of contact for VIPs in Japan, addressing all inquiries with speed and professionalism.
• Handle escalations, disputes, and feedback with care and attention to detail.

Monitoring & Insights

• Track player activity to identify upsell and retention opportunities.
• Analyze data and produce reports on VIP KPIs, campaign effectiveness, and player satisfaction.

Collaboration & Strategy

• Partner with CRM, product, marketing, and compliance teams to localize strategies for the Japanese audience.
• Provide market intelligence and feedback to optimize our VIP offering in Japan.
  
  

What We’re Looking For:

• Native-level Japanese (spoken and written) and strong English communication.
• Proven success in a VIP or high-touch customer-facing role in online gaming, iGaming, entertainment, or luxury services.
• Deep understanding of Japanese player behavior, preferences, and cultural nuances.
• Experience with data tools (CRM, analytics platforms, segmentation engines).
• Highly organized, detail-oriented, and emotionally intelligent.
• Knowledge of Japan’s regulatory landscape for iGaming is a strong plus.
• Flexible schedule to accommodate player needs, including evenings and weekends when necessary.