VIP Accounts & Retention 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

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.