VIP Manager

• Manage and develop relationships with high-value VIP customers and selected key accounts
• Drive proactive retention, reactivation, and engagement efforts across VIP and high-potential player segments
• Identify promising pre-VIP customers and support early detection and conversion into the VIP journey
• Monitor customer behaviour, churn indicators, activity patterns, and commercial opportunities
• Handle more complex, sensitive, or high-priority customer cases in a professional and commercially sound way
• Help define and uphold high standards for personalised communication, relationship management, and portfolio ownership
• Support the development of VIP processes, internal workflows, and department best practices
• Work closely with CRM, Customer Support, Payments, Risk, Compliance, Sportsbook, Casino, and other internal stakeholders to deliver a strong VIP customer experience
• Contribute to KPI follow-up, reporting inputs, and performance analysis to support the wider VIP strategy
• Support and guide less senior team members, with scope for broader leadership responsibilities over time
• Ensure all VIP activity is handled in line with responsible gaming, AML, compliance, and internal policies

• Previous experience in VIP, retention, key account management, or high-value customer management within iGaming
• Strong understanding of online casino and sportsbook customer behaviour
• Proven ability to build and maintain strong customer relationships in a commercial, service-driven environment
• Strong ownership, judgement, and ability to handle sensitive or high-value cases
• Experience working cross-functionally with multiple internal stakeholders
• Comfortable using data and customer insights to support retention and customer development
• Excellent communication skills in English, both written and spoken
• Additional language skills are considered a strong advantage

• This is not a purely 9-5 role and requires flexibility outside standard working hours when needed
• Travel will be required in connection with events, customer meetings, and VIP-related activities
• Availability outside standard office hours may occasionally be required depending on business, customer, or event needs
• VIP communication may take place across channels such as email, phone, WhatsApp, Telegram, and live chat depending on business needs and customer preferences

• A low-bureaucracy environment built on trust, autonomy, and ownership
• Competitive salary aligned with market benchmarks
• Flexible working hours
• Hybrid work model
• Wellbeing and sports compensation
• Extra paid vacation days to support rest and long-term sustainability
• Paid sick leave
• Company merchandise

• Tallinn, Harjumaa, Eesti

• Täistööaeg

• Inglise

CV.ee