Remote VIP Account Manager - German | Flexible Hours

Stay Group; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Stay Group is seeking a German-speaking VIP Account Manager to develop relationships with high-value players, deliver personalized experiences, and drive retention and revenue growth across international markets.

You’ll manage VIP portfolios, coordinate across Support, Payments, Risk and Fraud, and use CRM tools to tailor offers, monitor performance metrics, and ensure compliant, high-quality service from a remote-friendly team.

Qualifications

• At least 1 year of experience in VIP Account Management or similar role.
• Experience in online iGaming or digital business with retention focus.
• German language at Upper-Intermediate (B2) or higher; strong written and spoken communication.
• English at Upper-Intermediate (B2) or higher for internal communication.
• Strong customer orientation with commercial mindset and measurable results.
• Ability to manage multiple accounts with personalized, high-quality communication.
• Analytical, proactive, target-oriented mindset; calm under pressure.
• Willingness to learn new platforms and CRM systems quickly.

Responsibilities

• Manage and develop a portfolio of VIP players, building long-term relationships.
• Communicate with players via phone, email, WhatsApp, Telegram, and other approved channels.
• Monitor player activity, deposit behavior, engagement, and wagering to identify retention opportunities.
• Proactively reactivate inactive players using approved retention and win-back strategies.
• Create personalized offers, bonuses, cashback, free spins, and other rewards within budgets.
• Manage daily VIP workflows, respond to player requests with high personalization.
• Identify opportunities to improve engagement, retention, and lifetime value through campaigns and initiatives.
• Track metrics like GGR, deposits, ARPPU, churn, and conversion; translate insights into actions.
• Maintain accurate player profiles, communication history, and activity notes in CRM.
• Collaborate with Team Leads and cross-functional teams to resolve player issues efficiently.
• Identify and escalate Responsible Gambling, AML, KYC, fraud concerns per procedures.
• Meet KPIs and contribute to VIP team performance.

Skills

German (B2+)

English (B2+)

VIP account management

CRM software

Customer communication

Tools

CRM system

Messaging platforms

Job description

Stay Group is seeking a German-speaking VIP Account Manager to develop relationships with high-value players, deliver personalized experiences, and drive retention and revenue growth across international markets.

You’ll manage VIP portfolios, coordinate across Support, Payments, Risk and Fraud, and use CRM tools to tailor offers, monitor performance metrics, and ensure compliant, high-quality service from a remote-friendly team.