VIP Account Manager (Evening/Night Shifts)

About Arena

Arena is a fast-moving digital entertainment company creating platforms people genuinely love. Since 2021, we have launched bold brands including MetaWin, WOW Vegas, BetZoo Media, Hit.com and Rolla, with more on the way.

We operate globally from London, Malta, Gibraltar and Miami, combining the agility of a startup with the scale of a high-growth technology company. Free from legacy systems, we innovate fast and think big.

Arena is the place for self-starters who want to break away from corporate processes, take ownership of meaningful work, and build products that make a real impact.

Overview:

We are seeking a dynamic, driven individual to join the elite VIP Team within our rapidly growing Web 3 crypto casino division. The VIP A/M will be responsible for managing VIP relations, increasing loyalty and providing exceptional levels of support for our highest value VIP customers.

Key Responsibilities:

• Act as the primary point of contact for VIP clients, ensuring exceptional service. Build and maintain strong, long-term relationships with high-value clients.

• Identify opportunities for upselling and cross selling products and services. Monitor client activity to proactively address potential churn risks.

• Providing regular and clear updates on the performance of your VIP accounts to key business stakeholders.

• Co-ordinate with internal teams to ensure VIP clients receive prioritised support and access to exclusive offerings

• Handle high-stakes or sensitive client issues with professionalism and discretion.

• Provide feedback and ideas for internal processes to ensure a smooth operation of the VIP Team.

• Review and keep up to date with industry trends and best practices in Web3/casino gaming and player engagement, to inform our own VIP strategy.

• Keeping up to date with regulatory requirements and compliance standards to ensure all VIP and loyalty initiatives adhere to legal and ethical guidelines.

• This role will require flexibility on hours to work shift patterns (early/late) and will include some weekends
  
  Skills & Experience
  

• Ability to build, manage, and grow long-term relationships with high-value players, with full ownership of player lifecycle and revenue performance.

• Proven ability to drive user retention, engagement, and satisfaction.

• Willingness to work flexible hours, including evenings and weekends, to support VIP player activity.

• Optional/nice to have: familiarity with cryptocurrency payment methods, including deposits, withdrawals, and related player concerns.

• Proven track record of success in a sales or high level customer support role

• Exceptional communication and interpersonal skills, with the ability to interact effectively with highly demanding VIP players, as well as colleagues and stakeholders at all levels.

• An ability to work in a fast paced, high-pressure environment.A solid understanding of casino gaming mechanics, player psychology, and monetization strategies.

• Strong analytical skills and proficiency in interpreting player data and engagement metrics to deliver actionable insights.

• Outstanding written English.