VIP Account Manager - iGaming Client Retention

Gypsy Collective; Polska; Hybrid; PLN 214,000 - 330,000; Full time

Benefits offered by this job

Flexible payment options

Tax assistance included

Bonuses for holidays, birthdays, and工作

Job summary

Gypsy Collective is seeking a VIP Account Manager to manage and grow relationships with high-value players. The role focuses on delivering personalized experiences, driving loyalty, and boosting retention across multiple channels.

You will coordinate with support, loyalty, anti-fraud, and payments teams to resolve VIP requests, offer bonuses, and analyze player activity. Fluency in Ukrainian and strong English are required, with flexible shifts and international collaboration.

Qualifications

• 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 to retain clients
• 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

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
• Handle VIP communication across LiveChat, email, Telegram, WhatsApp, and phone calls
• Provide personalized support for high-value clients, including bonuses and consultations
• Offer personalized bonuses and reload promotions within the VIP matrix
• Analyze player activity: deposits, bets, win/loss, frequency, and average bet size
• Handle big wins and big losses professionally
• Collaborate with support, loyalty, anti-fraud, and payments teams to resolve VIP requests
• Identify signs of risky or problematic player behavior and escalate when necessary
• Follow Responsible Gaming and compliance guidelines

Skills

VIP management

Customer retention

One-on-one communication

Objection-handling

Bonus mechanics

English proficiency

Ukrainian language

Communication skills

Tools

CRM systems

Telegram

WhatsApp

LiveChat

Job description

Gypsy Collective is seeking a VIP Account Manager to manage and grow relationships with high-value players. The role focuses on delivering personalized experiences, driving loyalty, and boosting retention across multiple channels.

You will coordinate with support, loyalty, anti-fraud, and payments teams to resolve VIP requests, offer bonuses, and analyze player activity. Fluency in Ukrainian and strong English are required, with flexible shifts and international collaboration.