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 accountsDrive proactive retention, reactivation, and engagement efforts across VIP and high-potential player segmentsIdentify promising pre-VIP customers and support early detection and conversion into the VIP journeyMonitor customer behaviour, churn indicators, activity patterns, and commercial opportunitiesHandle more complex, sensitive, or high-priority customer cases in a professional and commercially sound wayHelp define and uphold high standards for personalised communication, relationship management, and portfolio ownershipSupport the development of VIP processes, internal workflows, and department best practicesWork closely with CRM, Customer Support, Payments, Risk, Compliance, Sportsbook, Casino, and other internal stakeholders to deliver a strong VIP customer experienceContribute to KPI follow-up, reporting inputs, and performance analysis to support the wider VIP strategySupport and guide less senior team members, with scope for broader leadership responsibilities over timeEnsure all VIP activity is handled in line with responsible gaming, AML, compliance, and internal policiesWhat we expect from you:Previous experience in VIP, retention, key account management, or high-value customer management within iGamingStrong understanding of online casino and sportsbook customer behaviourProven ability to build and maintain strong customer relationships in a commercial, service-driven environmentStrong ownership, judgement, and ability to handle sensitive or high-value casesExperience working cross-functionally with multiple internal stakeholdersComfortable using data and customer insights to support retention and customer developmentExcellent communication skills in English, both written and spokenAdditional language skills are considered a strong advantageAdditional expectations:This is not a purely 9–5 role and requires flexibility outside standard working hours when neededTravel will be required in connection with events, customer meetings, and VIP-related activitiesAvailability outside standard office hours may occasionally be required depending on business, customer, or event needsVIP communication may take place across channels such as email, phone, WhatsApp, Telegram, and live chat depending on business needs and customer preferencesWhat we offer:A low-bureaucracy environment built on trust, autonomy, and ownershipCompetitive salary aligned with market benchmarksFlexible working hoursHybrid work modelWellbeing and sports compensationExtra paid vacation days to support rest and long-term sustainabilityPaid sick leaveCompany merchandise*Specific information about perks & benefits for the country can be found under locationsWe are a dynamic group of companies established by a passionate group of blockchain and gaming enthusiasts.Our growing team consists of talented professionals working across the globe, with headquarters in Cyprus and a key office in Tallinn, with team members spread across the globe, working remotely.If you’re looking to make your mark in this exciting industry and work with a team of dedicated professionals, this is the place for you. Join us in shaping the future of crypto casinos!
