About the role:

We are looking for an experienced VIP Manager to help strengthen and develop our VIP function across online casino and sportsbook.

This is a senior role for someone who understands that VIP is not simply reactive customer service, but a proactive, relationship-led and commercially driven function focused on retention, loyalty, and long-term customer value. The role combines hands-on relationship management with a broader responsibility to help improve ways of working, raise the quality of VIP communication, and support the continued development of the department.

Your main responsibilities will be:

• Manage and develop relationships with high-value VIP customers and selected key accounts

• Drive proactive retention, reactivation, and engagement efforts across VIP and high-potential player segments

• Identify promising pre-VIP customers and support early detection and conversion into the VIP journey

• Monitor customer behaviour, churn indicators, activity patterns, and commercial opportunities

• Handle more complex, sensitive, or high-priority customer cases in a professional and commercially sound way

• Help define and uphold high standards for personalised communication, relationship management, and portfolio ownership

• Support the development of VIP processes, internal workflows, and department best practices

• Work closely with CRM, Customer Support, Payments, Risk, Compliance, Sportsbook, Casino, and other internal stakeholders to deliver a strong VIP customer experience

• Contribute to KPI follow-up, reporting inputs, and performance analysis to support the wider VIP strategy

• Support and guide less senior team members, with scope for broader leadership responsibilities over time

• Ensure all VIP activity is handled in line with responsible gaming, AML, compliance, and internal policies

What we expect from you:

• Previous experience in VIP, retention, key account management, or high-value customer management within iGaming

• Strong understanding of online casino and sportsbook customer behaviour

• Proven ability to build and maintain strong customer relationships in a commercial, service-driven environment

• Strong ownership, judgement, and ability to handle sensitive or high-value cases

• Experience working cross-functionally with multiple internal stakeholders

• Comfortable using data and customer insights to support retention and customer development

• Excellent communication skills in English, both written and spoken

• Additional language skills are considered a strong advantage
  

Additional expectations:

• This is not a purely 9–5 role and requires flexibility outside standard working hours when needed

• Travel will be required in connection with events, customer meetings, and VIP-related activities

• Availability outside standard office hours may occasionally be required depending on business, customer, or event needs

• VIP communication may take place across channels such as email, phone, WhatsApp, Telegram, and live chat depending on business needs and customer preferences

What we offer:

• A low-bureaucracy environment built on trust, autonomy, and ownership

• Competitive salary aligned with market benchmarks

• Flexible working hours

• Hybrid work model

• Wellbeing and sports compensation

• Extra paid vacation days to support rest and long-term sustainability

• Paid sick leave

• Company merchandise

*Specific information about perks & benefits for the country can be found under locations