VIP Account Manager: Elite Client Relations & Retention

Gypsy Collective

Województwo łódzkie

On-site

PLN 78,000 - 123,000

Full time

3 days ago

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Benefits offered by this job

Flexible payment options

Tax assistance and guidance

Bonuses for holidays and milestones

Learning and certification support

Cafeteria benefits: sports, language,–

Job summary

Gypsy Collective is seeking a VIP Account Manager to manage a portfolio of high-value players and build long-term relationships across chat, email, and messaging apps. You will tailor communications to player preferences, promote personalized bonuses, and monitor activity metrics to maximize retention and engagement.

The role requires strong English (B2+) and Ukrainian fluency, plus experience in VIP handling, retention, and compliant behavior.

Qualifications

1+ years of experience as a VIP Manager or related role (iGaming, betting, crypto).
Experience communicating with VIP clients one-on-one (chat/messengers).
Strong objection-handling and retention skills.
Understanding of bonus mechanics and how to use them to retain and activate players.
Proficiency with Telegram, WhatsApp, LiveChat, and CRM systems.
Basic understanding of key metrics: Deposit, GGR, LTV, Retention, Hold.
Excellent written and verbal communication skills.
English level: B2+ (required).
Fluent in Ukrainian.
Schedule includes rotating shifts (5 on/2 off).

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.
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 when necessary.
Follow Responsible Gaming and compliance guidelines.