VIP Account Specialist

Stay Group; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Stay Group is seeking a VIP Specialist to join the Retention team and own an assigned portfolio of high-value players. You will build strong, long-term relationships, understand behavior and preferences, and use a data-driven approach to increase retention and player lifetime value.

You will monitor player activity, deliver personalized offers, and collaborate with cross-functional teams to ensure a seamless VIP experience across channels.

Qualifications

• 1+ year of experience in VIP account management, retention, high-touch sales or a similar role.
• Proven experience in online iGaming sales, retention or comparable digital/subscription products, focusing on revenue retention and customer lifetime value.
• Strong understanding of KPIs such as GGR, ARPPU, deposit activity, churn and conversion, and translating them into concrete actions.

Responsibilities

• Manage and develop an assigned portfolio of VIP players.
• Build long-term relationships through personalized communication across calls, email, WhatsApp, Telegram and other approved channels.
• Monitor player activity and identify opportunities to increase deposits, wagering, engagement and retention.
• Proactively reactivate inactive players using approved retention and win-back strategies.
• Develop and deliver personalized offers based on player behavior, value and preferences.
• Manage daily VIP workflows and ensure all player requests are handled efficiently.
• Issue bonuses, cashback, free spins and other rewards in line with company guidelines and budgets.
• Suggest personalized gifts, campaigns and engagement ideas for high-value players.
• Track key player metrics and translate insights into practical account management actions.
• Maintain accurate player notes, communication history and activity data in CRM.
• Collaborate with Team Leads and cross-functional teams to deliver a seamless VIP experience.
• Respond promptly to requests from Support, Risk, Fraud, Payments and other internal teams.
• Identify and elevate Responsible Gambling, AML, KYC, fraud and other compliance concerns when required.
• Meet individual performance targets and contribute to the overall performance of the VIP team.
• Freedom to choose where to work: work from anywhere in the world with the freedom of remote options.
• Flexibility: enjoy flexible working hours that let you balance your personal and professional life while staying focused on delivering great results.
• Corporate English speaking club: improve your English proficiency with regular practice and expert guidance.
• A Culture That Cares: thrive in a friendly environment where a strong corporate culture builds connections, drives innovation, and makes you feel truly valued.
• Accelerate Your Growth: seize career advancement opportunities in a rapidly expanding marketing company.

Skills

VIP account management

Retention strategy

Customer communication

CRM usage

Data-driven decision making

English communication

Tools

SoftSwiss platform

CRM systems

player segmentation tools

Job description

We are looking for a VIP Specialist to join our Retention team and take ownership of an assigned portfolio of high-value players.

You will build strong, long-term relationships with VIP players, understand their behavior and preferences, and use a data-driven and personalized approach to increase retention, engagement and player lifetime value.

• 1+ year of experience in VIP Account Management, Retention, high-touch Sales or a similar role.

• Proven experience in online iGaming sales, retention or comparable digital/subscription products, with a focus on revenue retention and customer lifetime value.

• Strong understanding of key performance metrics such as GGR, ARPPU, deposit activity, churn and conversion, with the ability to translate them into concrete account actions.

• Strong communication and relationship‑building skills across phone, live chat, messengers, email and SMS.

• Customer‑oriented mindset combined with a strong commercial focus.

• Ability to manage multiple players and priorities while maintaining a high level of personalization.

• Data‑driven and target‑oriented approach.

• Ability to stay calm and effective in a fast‑paced and competitive environment.

• Good understanding of digital products and the ability to quickly learn new platforms and tools.

• Upper-Intermediate English or higher — confident written and spoken communication.
  Nice to have

• Direct experience in online iGaming, especially hands‑on experience with the SoftSwiss platform.

• Experience working with VIP players in a shift‑based operation.

• Understanding of VIP mechanics, including cashback, tier progression, bonus strategy and retention frameworks.

• Experience working with CRM and player segmentation tools.

• Experience working with multiple GEOs and different player profiles.
  Responsibilities

Responsibilities

• Manage and develop an assigned portfolio of VIP players.

• Build long‑term relationships through personalized communication across calls, email, WhatsApp, Telegram and other approved channels.

• Monitor player activity and identify opportunities to increase deposits, wagering, engagement and retention.

• Proactively reactivate inactive players using approved retention and win‑back strategies.

• Develop and deliver personalized offers based on player behavior, value and preferences.

• Manage daily VIP workflows and ensure all player requests are handled efficiently.

• Issue bonuses, cashback, free spins and other rewards in line with company guidelines and approved budgets.

• Suggest personalized gifts, campaigns and engagement ideas for high‑value players.

• Track key player metrics and translate insights into practical account management actions.

• Maintain accurate player notes, communication history and activity data in CRM.

• Collaborate with Team Leads and cross‑functional teams to deliver a seamless VIP experience.

• Respond promptly to requests from Support, Risk, Fraud, Payments and other internal teams.

• Identify and elevate Responsible Gambling, AML, KYC, fraud and other compliance‑related concerns when required.

• Meet individual performance targets and contribute to the overall performance of the VIP team.

• Freedom to choose where to work:work from anywhere in the world with the freedom of remote options.

• Flexibility:enjoy flexible working hours that let you balance your personal and professional life while staying focused on delivering great results.

• Corporate English speaking club:improve your English proficiency with regular practice and expert guidance.

• A Culture That Cares:thrive in a friendly environment where a strong corporate culture builds connections, drives innovation, and makes you feel truly valued.

• Accelerate Your Growth:seize career advancement opportunities in a rapidly expanding marketing company. As the company scales, so will your professional journey.