VIP Manager

Gypsy Collective; Województwo łódzkie; On-site; PLN 78,000 - 123,000; Full time

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.

Skills

VIP management

VIP client communication

Retention strategy

Bonus mechanics

CRM proficiency

Multichannel support

Metrics knowledge

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.

VIP Account Manager

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 days on / 2 days off, with rotating days off. Three shifts: 15:00-00:00 / 11:00-20:00 / 08:00-17:00

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 Сafeteria: 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.