VIP Account Specialist - German Speaking

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 an iGaming company developing and operating online casino brands for international markets. We focus on building engaging player experiences, developing our products, and growing long-term relationships with our audiences.

We are looking for a German-speaking VIP Account Manager who will build strong relationships with high-value players, deliver personalized experiences, and contribute to player retention and revenue growth.

Responsibilities

• Manage and develop a portfolio of VIP players, building long-term relationships through personalized communication.
• Communicate with players via phone, email, WhatsApp, Telegram, and other approved channels.
• Monitor player activity, deposit behavior, engagement, and wagering to identify opportunities for retention and growth.
• Proactively reactivate inactive players using approved retention and win-back strategies.
• Create personalized offers, bonuses, cashback, free spins, and other rewards based on player value and preferences, within approved budgets.
• Manage daily VIP workflows, respond to player requests, and ensure a high level of service and personalization.
• Identify opportunities to improve player engagement, retention, and lifetime value through tailored campaigns, gifts, and individual initiatives.
• Track key metrics such as GGR, deposits, ARPPU, churn, and conversion, translating insights into actionable account management strategies.
• Maintain accurate player profiles, communication history, and activity notes in the CRM.
• Collaborate with Team Leads and cross-functional teams, including Support, Payments, Risk, and Fraud, to resolve player issues efficiently.
• Identify and escalation Responsible Gambling, AML, KYC, fraud, and other compliance-related concerns in line with company procedures.
• Meet individual KPIs and contribute to the overall performance of the VIP team.
• At least 1 year of experience in VIP Account Management, iGaming Retention, high-touch Sales, or a similar customer-facing role.
• Experience in online iGaming or another digital business where customer retention, revenue growth, and customer lifetime value are important.
• Understanding of key performance metrics such as GGR, ARPPU, deposit activity, churn, conversion, and player value.
• Excellent communication and relationship-building skills, with confidence communicating through calls, messengers, email, and live chat.
• German — Upper-Intermediate (B2) or higher, with confident written and spoken communication.
• English — Upper-Intermediate (B2) or higher, for internal communication and collaboration.
• Strong customer orientation combined with a commercial mindset and focus on measurable results.
• Ability to manage multiple player accounts while maintaining personalized, high-quality communication.
• Analytical, proactive, and target-oriented approach to daily work.
• Ability to remain calm, organized, and effective in a fast-paced environment.
• Willingness to learn new platforms, CRM systems, and internal tools quickly.

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.