VIP ACCOUNT MANAGER (iGAMING)

DigiPlus Interactive Corp; Metro Manila; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

DigiPlus Interactive Corp. is seeking a VIP Program Leader in Metro Manila to own the end-to-end VIP strategy, tiering, rewards, hospitality, and retention initiatives. You will lead a team of VIP Account Managers/Hosts, drive revenue and retention KPIs, and ensure white-glove service across all touchpoints.

You will partner with Marketing, Payments, Compliance, and Product to deliver compliant VIP offers and events, while championing Responsible Gaming standards and team development.

Qualifications

• Experience leading VIP programs in a high-service, high-value environment.
• Ability to mentor and develop a team of VIP managers/hosts.
• Proven track record in managing top-tier clients with white-glove service.
• Strong collaboration with marketing, payments, compliance and product teams.
• Understanding of compliance and Responsible Gaming standards.

Responsibilities

• Strategize and own the VIP portfolio, with tiering, rewards, and retention plans.
• Lead and coach VIP Account Managers/Hosts to meet targets and SLAs.
• Directly manage top VIP relationships and resolve issues with personalized care.
• Approve bonus and payment requests within authority and coordinate with Payments/Finance.
• Monitor VIP compliance flags and escalate as needed for risk management.
• Coordinate with Marketing to plan VIP campaigns, events, and gifting calendars.
• Quality-check calls and chats to ensure SLA adherence and service standards.
• Prepare daily/weekly/monthly performance reports for senior management.
• Oversee onboarding and ongoing development of the VIP team.
• Identify new VIP prospects and collaborate with Data/Analytics and Marketing.

Skills

VIP program leadership

Team management

Key account management

Cross-functional collaboration

Compliance & Responsible Gaming

Data-driven decision-making

Job description

1. 1. VIP Program Leadership – Own the strategy, structure, and performance of ArenaPlus's VIP program end-to-end, from tiering and rewards design to hospitality and retention initiatives.
2. 2. Team Management – Lead, mentor, and manage a team of VIP Account Managers/Hosts, setting targets, monitoring performance, and building a high-performing, service-first culture.
3. 3. High-Value Relationship Management – Personally manage relationships with the top tier of VIP clients, acting as an escalation point and ensuring white-glove service at every touchpoint.
4. 4. Revenue & Retention Accountability – Own VIP portfolio KPIs (NGR, retention, reactivation, and churn) and drive initiatives to consistently hit monthly and quarterly targets.
5. 5. Cross-Functional Collaboration – Partner with Marketing, Payments, Compliance, and Product teams to ensure smooth, compliant delivery of VIP offers, payments, and events.
6. 6. Compliance & Responsible Gaming Oversight – Champion Compliance and Responsible Gaming standards across all VIP activity, ensuring the department operates within regulatory and internal policy requirements.

DAY-TO-DAY RESPONSIBILITIES

1. 1. Review daily VIP portfolio performance dashboards (deposits, withdrawals, activity, and churn-risk flags) and direct the team's priorities for the day.
2. 2. Run daily/weekly huddles with VIP Account Managers to review player pipelines, at-risk accounts, and open cases.
3. 3. Personally reach out to top-tier VIP players via call, chat, or email to check in, resolve issues, and deliver personalized rewards or experiences.
4. 4. Review and approve (or elevate) bonus, comp, and payment requests within delegated authority, coordinating with Payments/Finance on larger requests.
5. 5. Monitor compliance and Responsible Gaming flags on VIP accounts, ensuring timely intervention, documentation, and escalation where required.
6. 6. Coordinate with Marketing to plan and execute VIP campaigns, promotions, events, and gifting calendars.
7. 7. Coach and quality-check the team's calls, chats, and account handling against SLA and service standards.
8. 8. Prepare and present daily, weekly, and monthly reports on VIP portfolio health, revenue, and team performance to senior management.
9. 9. Manage onboarding, training, and ongoing development of VIP Account Managers/Hosts on products, compliance, and service standards.
10. 10. Identify and onboard new VIP prospects from the broader player base, working with Data/Analytics and Marketing on qualification criteria.