As a strategic operations and business support partner, Business Support Solutions helps organizations simplify complexity and operate with confidence. Through integrated HR, Finance, and Strategic Governance services, we enable businesses to unlock efficiency, maintain compliance, and scale sustainably across global markets.

We don't just support operations, we transform them into strategic drivers of growth, performance, and long-term success.

If your organization is seeking smarter processes, expert support, and technology-driven solutions, this is where operational excellence begins.

Why We Need You

As a VIP Relationship Manager (Senior Officer), you will be responsible for managing and developing relationships with high-value VIP clients across the Vietnam market. You will serve as the primary point of contact for VIP customers, ensuring an exceptional customer experience while supporting retention, engagement, and revenue growth initiatives.

This role requires a customer-focused professional with excellent communication skills, strong relationship management capabilities, and the ability to deliver personalized service in a fast-paced and performance-driven environment.

What You'll Be Doing

VIP Client Relationship Management

Serve as the primary point of contact for VIP clients through chat, phone calls, and other communication channels
Build, maintain, and strengthen long-term relationships with high-value customers
Deliver exceptional customer service and ensure a premium VIP experience
Handle client inquiries, requests, and concerns professionally and efficiently
Monitor customer feedback and proactively identify opportunities for service improvement
Ensure VIP customer satisfaction and long-term loyalty

Marketing & Retention Support

Support the execution of retention and engagement campaigns targeted at VIP players
Assist in promoting personalized offers, rewards, and promotional activities
Gather customer feedback and insights to support marketing strategy development
Collaborate with Retention, Acquisition, Product, Finance, and Customer Support teams to improve customer engagement
Help monitor campaign effectiveness and customer participation

Reporting & Performance Monitoring

Maintain accurate records of customer interactions and account activities
Track VIP engagement, retention, and campaign performance metrics
Prepare reports and provide recommendations for improving customer satisfaction and loyalty
Ensure CRM records remain updated and accurate

Cross-Functional Collaboration

Liaise with internal departments to resolve customer issues efficiently
Collaborate with Marketing, Acquisition, Customer Support, Finance, and Product teams
Escalate high-priority issues and opportunities appropriately
Contribute to initiatives designed to improve the VIP customer journey

What You Bring to the Team

College Degree preferred
Proven experience in Customer Service, VIP Management, Account Management, Relationship Management, or a similar customer-facing role
Experience working with VIP, premium, or high-net-worth clients is highly preferred
Strong understanding of customer engagement and retention principles
Experience within the iGaming, online gaming, betting, hospitality, luxury services, fintech, or similar industries is considered an advantage
Familiarity with CRM systems and digital communication platforms
Excellent verbal and written communication skills in Vietnamese
English communication skills are considered a strong advantage
Strong interpersonal and relationship-building skills
Ability to work independently and collaboratively within a team environment
Strong multitasking, organizational, and time-management abilities
Proactive, customer-centric, and solution-oriented mindset

Success Metrics

You Will Be Measured On

VIP Customer Satisfaction
VIP Retention Rate
Customer Engagement Levels
Campaign Participation Rate
Customer Response Time
SLA Compliance
Accuracy of CRM Records
Customer Feedback and Service Quality Scores
Revenue Contribution from Managed VIP Accounts

Why You'll Love Working With Us

Competitive compensation package aligned with your experience and contribution
Performance-based incentives and recognition programs
Health insurance coverage
Meal allowance
Professional and career development opportunities
Exposure to international projects and high-value customer portfolios
Collaborative and supportive working environment
Opportunity to make a direct impact on customer loyalty and business growth
Dynamic and fast-growing organization with clear career progression opportunities

Position: VIP Relationship Manager (VIP REM Senior)

Location: Vietnam

Department: Marketing & Acquisition

Employment Type: Full-Time

Band Level: Senior Officer

Reporting To: VIP REM Team Leader

Work Schedule: 9 hours per day, 5 days per week, including weekends and public holidays as required by business needs.

Market Focus: Vietnam Market.

As a strategic operations and back-office support hub, Business Support Solutions empowers organizations to operate with efficiency, clarity, and confidence. We deliver integrated services across Human Resources, Finance, and Strategic Governance, helping businesses streamline operations while maintaining full compliance and operational control.

Our HR Services combine modern HRIS technology with practical expertise to simplify recruitment, payroll administration, employee management, and performance tracking. By optimizing workforce processes and enhancing employee engagement, we enable organizations to attract, retain, and develop high-performing teams that scale sustainably.

Through our Finance Services, we provide accurate financial reporting, bookkeeping, auditing, and tax compliance supported by advanced financial tools and automation. From cash flow monitoring to cost optimization and forecasting, our finance solutions ensure transparency, stability, and data-driven decision-making across every stage of business growth.

In an increasingly complex regulatory environment, our Strategic Governance Services deliver expert advisory and operational support in governance, risk management, compliance, contract management, and cybersecurity. Our technology-driven approach strengthens organizational integrity while safeguarding business continuity and data protection.

Every solution we implement is designed to reduce operational complexity, improve accountability, and enable leadership teams to focus on innovation, expansion, and long-term success.

Business Support Solutions exists to transform back-office operations into strategic enablers of growth, creating smarter, more agile, and future-ready organizations.

VIP Relationship Manager (Senior Officer)- Vietnam