VIP Account Manager

Gypsy Collective; Poland; On-site; PLN 80,000 - 140,000; Full time

Benefits offered by this job

Flexible payment options

Tax assistance included

Bonuses for milestones

Job summary

Gypsy Collective is seeking a VIP Account Manager to manage and grow relationships with high‑value players in a fast‑moving iGaming environment. You will provide personalized communication across LiveChat, email, Telegram, WhatsApp and phone calls, build loyalty, and drive retention and bonuses within approved VIP guidelines.

Fluency in English (B2+) and Ukrainian is required, with a 5/2 schedule and 9‑hour shifts.

Qualifications

• 1+ years in VIP management / customer retention roles (iGaming, betting, crypto).
• Experience in VIP client communications via chat/messengers.
• Strong retention and objection-handling skills; ability to manage bonuses.
• Knowledge of key metrics: Deposit, GGR, LTV, Retention, Hold.
• Fluent in English (B2+); Ukrainian language proficiency.

Responsibilities

• Manage an assigned portfolio of VIP players.
• Build and maintain strong, long‑term relationships with high‑value clients.
• Provide personalized communication based on player preferences across channels (LiveChat, email, Telegram, WhatsApp, phone).
• Ensure high level of player satisfaction and engagement.
• Collaborate with support, loyalty, anti‑fraud, and payments teams to resolve VIP requests.
• Identify signs of risky player behavior and escalate when necessary.

Skills

VIP management

One-on-one communication

Objection handling

Retention strategies

Written and verbal communication

English (B2+)

Ukrainian language

Tools

Telegram

WhatsApp

LiveChat

CRM systems

Job description

We're Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That's why strong businesses need strong people.

Gypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long‑term relationships and becoming deeply integrated into their business, culture, and growth ambitions.

Now we're looking for a VIP Account Manager to manage and grow relationships with high‑value players. We are looking for a proactive and client‑oriented professional who can deliver a personalized experience, build long‑term loyalty, and effectively drive player retention.

Requirements

What makes you a great match:

• 1+ years of experience as a VIP Manager / VIP Support / Customer Retention Specialist (iGaming, betting, crypto);
• Proven experience in one‑on‑one communication with VIP clients (chat / messengers);
• Strong objection‑handling and retention skills;
• Understanding of bonus mechanics and ability to use them effectively: knowing which bonuses to offer and in what situations to retain clients and increase their activity;
• Proficiency with Telegram, WhatsApp, LiveChat, CRM systems;
• Basic understanding of key metrics: Deposit, GGR, LTV, Retention, Hold;
• Strong written and verbal communication skills;
• English level: B2+ (required);
• Fluent in Ukrainian;
• Schedule: 5/2 - 9-hour shifts

Your daily adventures include:

• Manage an assigned portfolio of VIP players;
• Build and maintain strong, long‑term relationships with high‑value clients;
• Provide personalized communication based on player preferences;
• Ensure a high level of player satisfaction and engagement;
• Work with active and dormant VIP players: communication, reactivation, and retention (via LiveChat, email, Telegram, WhatsApp, and phone calls);
• Provide personalized support for high‑value clients, including assistance, bonus offers, and consultations;
• Offer personalized bonuses and reload promotions within the approved VIP matrix;
• Analyze player activity: deposits, bets, win/loss, frequency, and average bet size;
• Handle big wins and big losses with a professional and client‑oriented approach;
• Collaborate with support, loyalty, anti‑fraud, and payments teams to promptly resolve VIP requests;
• Identify signs of risky or problematic player behavior;
• Escalate relevant cases when necessary;
• Follow Responsible Gaming and compliance guidelines

Benefits

• Flexible payment options: choose the method that works best for you
• Tax assistance included: we handle part of your taxes and provide guidance on the local setup
• Financial perks: Bonuses for holidays, B‑day, work milestones and more - just to show we care
• Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us
• Benefit Cafeteria: Choose what suits you — sports, language courses, therapy sessions, and more
• Stay connected: From team‑building events to industry conferences — we bring people together online, offline, and on stage
• Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow