MidFull TimeENMiddle East
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 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
Additional expectations:
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
What we offer:
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
*Specific information about perks & benefits for the country can be found under locations
