VIP ACCOUNT MANAGER (iGAMING)

KEY ROLE HIGHLIGHTS

1. VIP Program Leadership – Own the strategy, structure, and performance of ArenaPlus's VIP program end-to-end, from tiering and rewards design to hospitality and retention initiatives.

2. Team Management – Lead, mentor, and manage a team of VIP Account Managers/Hosts, setting targets, monitoring performance, and building a high-performing, service-first culture.

3. High-Value Relationship Management – Personally manage relationships with the top tier of VIP clients, acting as an escalation point and ensuring white-glove service at every touchpoint.

4. Revenue & Retention Accountability – Own VIP portfolio KPIs (NGR, retention, reactivation, and churn) and drive initiatives to consistently hit monthly and quarterly targets.

5. Cross-Functional Collaboration – Partner with Marketing, Payments, Compliance, and Product teams to ensure smooth, compliant delivery of VIP offers, payments, and events.

6. Compliance & Responsible Gaming Oversight – Champion Compliance and Responsible Gaming standards across all VIP activity, ensuring the department operates within regulatory and internal policy requirements.

DAY-TO-DAY RESPONSIBILITIES

1. Review daily VIP portfolio performance dashboards (deposits, withdrawals, activity, and churn-risk flags) and direct the team's priorities for the day.

2. Run daily/weekly huddles with VIP Account Managers to review player pipelines, at-risk accounts, and open cases.

3. Personally reach out to top-tier VIP players via call, chat, or email to check in, resolve issues, and deliver personalized rewards or experiences.

4. Review and approve (or escalate) bonus, comp, and payment requests within delegated authority, coordinating with Payments/Finance on larger requests.

5. Monitor compliance and Responsible Gaming flags on VIP accounts, ensuring timely intervention, documentation, and escalation where required.

6. Coordinate with Marketing to plan and execute VIP campaigns, promotions, events, and gifting calendars.

7. Coach and quality-check the team's calls, chats, and account handling against SLA and service standards.

8. Prepare and present daily, weekly, and monthly reports on VIP portfolio health, revenue, and team performance to senior management.

9. Manage onboarding, training, and ongoing development of VIP Account Managers/Hosts on products, compliance, and service standards.

10. Identify and onboard new VIP prospects from the broader player base, working with Data/Analytics and Marketing on qualification criteria.