VIP Account Manager

Description

Gypsy Collective is looking for a VIP Account Manager to manage and grow relationships with high-value players. We are seeking a proactive and client-oriented professional who can deliver a personalized experience, build long-term loyalty, and effectively drive player retention.

Your Daily Adventures

• 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.

Requirements

• 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: 2/2 – 12-hour shifts (day / night).

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, birthdays, 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 Cafeteria: 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.