VIP Account Manager (English Speaking)

Neo Group; Central Visayas; On-site; PHP 3,785,000 - 5,678,000; Full time

Job summary

Neo Group in Malta is seeking a VIP Account Manager to act as the dedicated ambassador for a major client’s English-speaking VIP portfolio. You will own retention strategies and align regional growth goals with tailored operational support, delivering premium experiences for industry-leading brands.

Ideal candidates are highly motivated, customer-centric, with strong relationship-building, communication, and problem-solving skills suitable for a fast-paced, global team.

Qualifications

• Near perfect English, both written and spoken; this will be the primary language of operations.
• Experience in VIP account management or similar customer-facing roles.
• Strong relationship-building and communication skills.
• Customer-centric mindset with a passion for delivering exceptional service.
• Excellent problem-solving and conflict resolution skills.
• Ability to multitask in a fast-paced environment.
• Analytical skills to interpret data and drive insights.

Responsibilities

• Build and maintain relationships with the client's VIP customers to reflect brand standards.
• Proactively engage VIPs to understand needs and gameplay goals.
• Provide tailored recommendations and bespoke offers to maximise satisfaction and loyalty.
• Serve as the main liaison for English-speaking VIPs, addressing inquiries and issues.
• Collaborate with internal teams to deliver elite VIP experiences, including events and promotions.
• Monitor VIP activity to identify engagement and retention opportunities.
• Develop and align strategies for VIP acquisition and retention within the portfolio.

Skills

Relationship management

Client engagement

Communication

Analytical thinking

Cross-functional collaboration

Tools

CRM systems

Job description

Neo Group is a Malta-based startup offering B2B services in Marketing, Tech, Data Analytics, Customer Support, HR, and Compliance. Established in 2024, it is built on over 15 years of veteran experience in multiple industries, including the iGaming industry. Despite our startup spirit, our team brings a wealth of expertise gained through years of collaboration with industry leaders. With a network of 1,400 talented professionals across 10+ countries, we are committed to delivering innovative, data-driven solutions that empower our clients and foster professional growth within a dynamic and collaborative workplace.

Role Overview

Unlock your full potential as a VIP Account Manager. In this unique B2B role, you will act as a dedicated ambassador for a major client, taking ownership of their English-speaking VIP portfolio. You won't just be managing accounts; you will be driving our client's retention strategy and connecting their regional growth goals with our tailored operational support. If you are highly motivated, customer-centric, and passionate about delivering premium experiences on behalf of industry-leading brands, we would love to hear from you!

Working Hours & Shift Pattern

Please note that this role is designed to support our client's operations the required shift pattern will align with UTC+10 to UTC+13 time zones.

What you will be doing

• Relationship Management: Build and maintain strong relationships with our client's VIP customers, providing exceptional service and support that reflects the client's brand standards.
• Proactive Engagement: Proactively engage with the client's VIP base to understand their individual needs, preferences, and gameplay goals.
• Personalized Offerings: Provide tailored recommendations and bespoke offers to the client's VIPs to maximize their satisfaction and long-term brand loyalty.
• Primary Point of Contact: Act as the main liaison for the client's English-speaking VIPs, promptly addressing inquiries and resolving any platform or account issues they may face.
• Cross-Functional Collaboration: Collaborate with internal cross-functional teams to seamlessly deliver elite VIP experiences, including event invitations, special promotions, and custom rewards for the client's users.
• Behavioral Analysis: Monitor and analyze our client's VIP customer activity and behavior to identify operational opportunities for engagement and retention.
• Strategic Development: Work closely with the VIP team and client stakeholders to develop, align, and execute strategies for VIP customer acquisition and retention within the English-speaking portfolio.
• Market Nuance & Trends: Stay up-to-date with industry trends and best practices in VIP account management to ensure our client remains highly competitive.

The duties and responsibilities described in this job description are not a comprehensive list and as such additional tasks may be assigned to the employee from time to time; The scope of the job may also be subject to change as necessitated by business demand.

• Near perfect English, both written and spoken as this will be the only language you will use during operations
• Previous experience in VIP account management or a similar customer-facing role
• Strong relationship-building and communication skills
• Customer-centric mindset with a passion for delivering exceptional service
• Excellent problem-solving and conflict resolution skills
• Ability to multitask and work efficiently in a fast-paced environment
• Strong analytical skills, with the ability to interpret data and drive insights
• Experience in the iGaming, entertainment and any other face paced industry is a plus

Being part of Neo Group means more than just a job. It's about being a part of a vibrant community with over 40 nationalities across 8 global locations. As we embrace a thrilling phase of hyper-growth and scale-up, our success is fueled by the diversity and talent of our team—potentially including you!