Senior VIP Account Manager – iGaming

About the role

We are looking for an experienced Senior VIP Account Manager to join our VIP team. In this role you will manage a portfolio of high‑value players, delivering a personalised, proactive service that drives retention, engagement and long‑term player value. You will act as the trusted point of contact for our most important clients and help shape the success of the VIP programme.

Key responsibilities

• Build and maintain strong, long‑term relationships with a portfolio of VIP players across assigned markets, delivering high‑touch, personalised service.
• Monitor player activity, identify early signs of churn and design tailored retention strategies, including bespoke offers, bonuses and exclusive promotions to meet KPIs such as retention rate, LTV, NGR and turnover.
• Maintain accurate player records in the CRM system, prepare regular performance reports and ensure all actions comply with responsible gambling and regulatory standards.
• Collaborate with CRM, Payments, Risk, Fraud and Compliance teams to resolve player issues efficiently and provide feedback on player trends and product gaps.

Required profile

• Consistent experience in VIP account management, customer relations or player retention within the iGaming sector.
• Proven track record of managing high‑value player portfolios and consistently meeting retention KPIs.
• Strong interpersonal and communication skills, with the ability to handle difficult conversations empathetically.
• Data‑driven mindset comfortable working with CRM tools, player data and performance metrics.
• Fluent English; additional languages are a plus.