VIP Manager

As a VIP Manager, you will be responsible for managing a dedicated portfolio of high-value players across multiple casino brands.

You will take a proactive approach to player management, using personalised communication, commercial insight, player behaviour, and campaign performance to maximise the value and retention of your portfolio.

This role is ideal for someone with a strong sales and commercial mindset who enjoys building relationships, identifying opportunities, working towards KPIs, and taking ownership of results.

Key Responsibilities

• Manage and develop a dedicated portfolio of VIP and high-value casino players across multiple brands.
• Build strong, trusted, and long-term relationships with VIP players through personalised communication.
• Proactively contact players and identify opportunities to increase engagement, deposits, retention, and lifetime value.
• Develop and maintain individual engagement strategies based on player behaviour, preferences, and value.
• Identify upselling, cross-selling, and other commercial opportunities within the assigned portfolio.
• Plan, coordinate, and execute targeted VIP campaigns, promotions, bonuses, and incentives.
• Monitor campaign performance and analyse results to measure effectiveness and ROI.
• Use player data and behavioural insights to identify growth opportunities and potential risks.
• Proactively reactivate dormant, declining, or disengaged VIP players through tailored communication and incentives.
• Monitor individual and portfolio-level performance against agreed KPIs and commercial targets.
• Handle VIP player requests, questions, complaints, and escalations professionally and efficiently.
• Provide a premium and highly personalised level of service to VIP customers.
• Work closely with CRM, Payments, Risk, Compliance, Marketing, and other internal teams to ensure an efficient and seamless player experience.
• Maintain accurate records of player interactions, campaigns, activity, and portfolio performance.
• Identify trends and opportunities within the portfolio and communicate relevant insights to management.
• Ensure all player-management activities comply with applicable responsible gambling, AML, compliance, and regulatory requirements.
• Take ownership of portfolio performance and continuously look for ways to improve results.

Requirements

• Previous experience managing VIP, high-value, premium, or key clients.
• Experience within iGaming, online casino, gaming, hospitality, luxury, sales, or another high-touch customer environment is highly desirable.
• Strong commercial and sales mindset with a genuine hunter mentality.
• Demonstrated ability to build and maintain strong customer relationships.
• High emotional intelligence, with the ability to adapt communication style to different personalities and customer profiles.
• Creative and solution-oriented approach with the ability to think outside the box.
• Excellent problem-solving and decision-making skills.
• Ability to remain calm and make sound decisions under pressure.
• Strong organisational and time-management skills.
• Ability to manage a large number of players, conversations, campaigns, and priorities simultaneously.
• Comfortable working with KPIs, targets, performance metrics, CRM systems, and portfolio data.
• Strong attention to detail and ability to maintain accurate records.
• Flexible and comfortable working in a fast-paced, target-driven environment.
• Ability to work effectively with multiple internal department