VIP Manager

SOFTSWISS; Warszawa; Remote; PLN 147,000 - 233,000; Full time

Job summary

A global gaming company is seeking a VIP Manager to enhance the experience of VIP customers in Warsaw. This role requires building strong relationships, timely communications, and tailored offers to ensure customer loyalty. Candidates should have customer service experience and fluency in German. This position offers full-time remote work and a range of benefits including private insurance and training opportunities.

Benefits

Full-time remote work opportunities

Private insurance

Additional 1 Day Off per calendar year

Sports program compensation

Comprehensive Mental Health Programme

Free online English lessons

Generous referral program

Training and workshops

Qualifications

• At least 1 year of experience in a customer service role.
• Fluency in German at C1 or Native level.
• Upper-Intermediate or higher proficiency in English.
• Excellent communication and negotiation skills.

Responsibilities

• Build and maintain relationships with VIP customers.
• Respond promptly to VIP customer queries.
• Work to improve key performance metrics.
• Develop strategies for player retention.
• Track customer behavior for offers and bonuses.

Skills

Customer service experience

Fluency in German

Upper-Intermediate English

Communication skills

Negotiation skills

Analytical thinking

Job description

Overview:

SOFTSWISS continues to expand the team and is looking for aVIP Manager.

We need a true, experienced and accomplished professional who shares our culture and values.

Purpose of the role:

You will play a key role in elevating the experience of our VIP customers by building strong relationships, anticipating their needs, and delivering highly personalized service. Through proactive communication, tailored offers, and strategic retention initiatives, you will ensure long-term loyalty, satisfaction, and engagement among our most valuable players.

Key responsibilities:

• Build and maintain strong relationships with VIP customers to ensure loyalty and long-term engagement
• Respond to VIP customer queries promptly and professionally (mainly via email)
• Work to improve key performance metrics by understanding and anticipating player needs, consistently exceeding their expectations
• Maintain a strong understanding of current promotions, tournaments, and actively develop new strategies for players retention
• Track individual customer behavior to ensure timely and strategic distribution of bonuses, gifts, and hospitality offers
• Reach out regularly to users, delivering a premium level of customer service and personalized experiences
• Identify and implement strategies for managing high-value winners to ensure retention and satisfaction

Required Experience:

• At least 1 year of experience in customer service
• Fluency in German – C1 or Native level
• English level: Upper-Intermediate or higher
• Excellent communication and negotiation skills, with a high level of attention to detail and organizational abilities
• Strong ability to work independently and solve problems effectively
• Analytical thinking and creativity in resolving complex issues
• Comfortable using internal admin systems (training provided)

Our Benefits:

• Full-time remote work opportunities and flexible working hours
• Private insurance
• Additional 1 Day Off per calendar year
• Sports program compensation
• Comprehensive Mental Health Programme
• Free online English lessons with a native speaker
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events.

Learn more about our hiring process here – what to expect, how to prepare, and what makes SOFTSWISS different.