Client relationship Manager

Key Responsibilities

• Manage dedicated 1-to-1 relationships with assigned VIP players, with each VIP tier led by a dedicated manager
• Own end-to-end VIP player engagement, retention, and lifetime value growth
• Deliver personalized bonuses, rewards, incentives, and VIP journeys based on player behavior and value
• Conduct proactive outreach for birthdays, milestones, VIP events, inactivity, and reactivation campaigns
• Drive revenue through upselling and cross-selling premium products
• Handle VIP player escalations, complaints, and special requests with discretion and professionalism
• Act as the single point of contact for assigned VIP players, ensuring fast response and premium service
• Coordinate with internal teams (Operations, Payments, Risk, CRM, Marketing) to ensure seamless VIP experience
• Monitor VIP performance metrics such as retention, wagering activity, ARPU, and churn
• Ensure compliance with gaming regulations, responsible gaming policies, and AML requirements
• Maintain accurate VIP player records, communication logs, and campaign tracking

Requirements

• Minimum of 5 years proven experience in VIP player management, casino operations, gaming CRM, or high-value customer service
• Strong understanding of online casino products and player lifecycle
• Excellent communication, negotiation, and relationship-building skills
• Ability to manage high-value players and sensitive escalations under pressure
• Commercial mindset with experience in revenue growth, upselling, or retention strategies
• Willingness to work flexible hours, weekends, or shifts as required for VIP coverage
• Proficiency in CRM systems and basic data analysis is an advantage

Key Competencies

• VIP relationship & loyalty management
• Player behavior analysis & personalization
• Revenue-driven decision making
• Escalation handling & service recovery
• Stakeholder collaboration
• Discretion, trust & professionalism