VIP Manager

Gypsy Collective

1d

About The Position

We're Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That’s why strong businesses need strong people. Gypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions. Now we're looking for a VIP Account Manager to manage and grow relationships with high-value players. We are looking for a proactive and client-oriented professional who can deliver a personalized experience, build long-term loyalty, and effectively drive player retention.

Requirements

• 1+ years of experience as a VIP Manager / VIP Support / Customer Retention Specialist (iGaming, betting, crypto)
• Proven experience in one-on-one communication with VIP clients (chat / messengers)
• Strong objection-handling and retention skills
• Understanding of bonus mechanics and ability to use them effectively: knowing which bonuses to offer and in what situations to retain clients and increase their activity
• Proficiency with Telegram, WhatsApp, LiveChat, CRM systems
• Basic understanding of key metrics: Deposit, GGR, LTV, Retention, Hold
• Strong written and verbal communication skills
• English level: B2+ (required)
• Fluent in Ukrainian

Responsibilities

• Manage an assigned portfolio of VIP players
• Build and maintain strong, long-term relationships with high-value clients
• Provide personalized communication based on player preferences
• Ensure a high level of player satisfaction and engagement
• Work with active and dormant VIP players: communication, reactivation, and retention (via LiveChat, email, Telegram, WhatsApp, and phone calls)
• Provide personalized support for high-value clients, including assistance, bonus offers, and consultations
• Offer personalized bonuses and reload promotions within the approved VIP matrix
• Analyze player activity: deposits, bets, win/loss, frequency, and average bet size
• Handle big wins and big losses with a professional and client-oriented approach
• Collaborate with support, loyalty, anti-fraud, and payments teams to promptly resolve VIP requests
• Identify signs of risky or problematic player behavior
• Escalate relevant cases when necessary
• Follow Responsible Gaming and compliance guidelines

Benefits

• Flexible payment options
• Tax assistance included
• Bonuses for holidays, B-day, work milestones and more
• Coverage for courses and certifications
• Real opportunities to grow your career
• Benefit Cafeteria (sports, language courses, therapy sessions, and more)
• Team-building events
• Industry conferences
• Modern Equipment (new laptops, monitors, headphones)

What This Job Offers

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