Occasional remote work possibility

About the role:

We are looking for a VIP Executive to join our growing VIP team and help deliver a more proactive, personal, and relationship-led experience to our high-value and high-potential customers.

This role is ideal for someone who enjoys building strong customer relationships, identifying opportunities early, and creating a high-quality customer experience that goes beyond reactive support. You will manage your own portfolio of VIP and pre-VIP customers, drive proactive communication, and play an important role in retention, reactivation, and player development.

What you will do:

Manage and develop relationships with an assigned portfolio of VIP and high-potential customers
Build trust and maintain regular, personalised communication across relevant channels, including email, phone, WhatsApp, Telegram, and live chat
Identify early VIP potential and support the development of customers into the VIP journey
Monitor player activity, engagement, churn signals, and reactivation opportunities
Take proactive action based on customer behaviour, preferences, and value indicators
Deliver a high level of personal service and relationship management tailored to each customer
Execute retention actions, personalised offers, rewards, and engagement initiatives within the agreed framework
Coordinate with Customer Support, CRM, Payments, Risk, and other internal teams to resolve issues efficiently
Maintain accurate customer notes, preferences, and account insights to ensure continuity and quality in communication
Escalate sensitive, high-risk, or commercially important cases when needed
Ensure all activity is handled in line with responsible gaming, AML, compliance, and internal procedures

What we expect from you:

Experience in VIP, customer service, retention, account management, sales, or another relevant customer-facing role
Strong communication skills and a natural ability to build rapport and trust
Proactive mindset with strong ownership and attention to detail
Good commercial awareness and genuine interest in retention and customer loyalty
Ability to manage multiple priorities in a fast-paced environment
Strong written and spoken English
Additional language skills are considered a plus
Previous iGaming experience is a strong advantage

Additional Expectations:

This is not a 9–5 role and requires flexibility outside standard working hours when needed
Some travel will be required in connection with events and VIP-related activities
Availability outside standard office hours may occasionally be expected depending on customer or business needs