VIP Account Manager

WorldWinner

6d

About The Position

WorldWinner is seeking a VIP Account Manager to deliver a personal, high-quality experience for its most valued players. The role manages a portfolio of VIP customers, builds relationships, and uses an understanding of player interests and behavior to support engagement and retention. It also creates personalized VIP promotions in partnership with CRM and other teams, with the goal of strengthening loyalty and supporting sustainable player value.

This customer-facing position combines excellent service, commercial judgment, player-data analysis, and ownership of both the player experience and the promotions that support engagement. The VIP Account Manager coordinates with internal teams to resolve player issues, monitors portfolio performance, manages promotional investment within approved budgets and policies, reports results and recommendations, and helps organize VIP hospitality experiences. Responsible play, compliance, privacy, eligibility, and contact restrictions must be prioritized throughout player communications and promotions.

Requirements

• At least one year of experience in VIP management or account management within iGaming, sports betting, skill gaming, or a closely related industry.
• Experience building relationships with high-value customers and delivering proactive, personalized service.
• Ability to analyze player data, identify trends, and translate findings into retention and engagement actions.
• Strong commercial judgment, including experience managing offers or promotional budgets and evaluating results.
• Excellent written and verbal communication skills, including confidence handling sensitive conversations and resolving customer concerns.
• Strong organization and follow-through, with the ability to manage a portfolio and prioritize competing needs.
• Experience using CRM or customer management platforms, such as Salesforce, Optimove, or Braze, and strong Excel skills.
• Flexibility to support occasional evening or weekend player needs and attend VIP events as required.

Nice To Haves

• Experience supporting VIP players in a regulated US gaming market.
• Background in luxury hospitality, premium customer service, or client relationship management.
• Familiarity with player lifecycle strategies, personalized promotions, and bonus optimization.
• Experience collaborating with CRM, Marketing, Product, Analytics, and Customer Service teams.
• Genuine interest in games and creating an enjoyable, trusted player experience.

Responsibilities

• Manage a portfolio of VIP players and build relationships through regular, personalized communication by phone, email, and other approved channels.
• Serve as a trusted point of contact and coordinate with Customer Service, Payments, and other teams to resolve issues and ensure follow-through.
• Maintain accurate player profiles and records of preferences, feedback, interactions, and offers.
• Monitor portfolio performance and retention, identify changes in engagement, and prioritize outreach in response to service concerns.
• Identify eligible VIP players whose activity has declined, determine reasons for disengagement, and coordinate appropriate outreach and offers.
• Identify promising high-value players, assess eligibility, and introduce them to the VIP program.
• Partner with CRM, Marketing, Product, and Operations to create personalized campaigns and VIP experiences with clear objectives and measurable results.
• Allocate bonuses, gifts, and hospitality within approved budgets and policies, and evaluate their impact on retention, satisfaction, and player value.
• Report portfolio performance trends, outreach results, player feedback, and recommendations for program improvements.
• Help organize and host hospitality events and provide attentive service from invitation through follow-up.
• Represent player needs internally by surfacing recurring issues, competitor insights, and opportunities to improve games, tools, and service.
• Follow eligibility, privacy, and promotional requirements; recognize and escalate potential player-welfare concerns; and respect exclusions and contact restrictions.

Benefits

• Exciting, creative, and fun industry where you can make a measurable impact.
• Collaborative and inclusive work environment.
• Comprehensive subsidized medical, dental, and vision coverage with paid parental leave options.
• 5% company 401(k) match with immediate vesting.
• Generous time off and flexible hours to support work-life balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed