Job VC

We are a licensed iGaming product focused on the Ukrainian market, currently in a rapid growth and scaling phase, with a clear ambition — to become the #1 choice for players in Ukraine.
We are looking for an experienced VIP Manager who will take ownership of the VIP player segment and help strengthen long-term relationships with high-value players through personalized communication, retention strategies, and premium customer experience.
This role is ideal for someone who understands the VIP player lifecycle, knows how to build trust with players, and can directly influence retention and revenue growth.
Key Responsibilities
Build and maintain strong relationships with VIP players by providing highly personalized service and support
Communicate with VIP players through multiple channels (calls, chats, email, Telegram, WhatsApp), including outside regular working hours when urgently required
Retain existing VIP players and reactivate inactive high-value customers
Monitor player activity, performance metrics, and financial retention indicators to identify growth opportunities and churn risks
Coordinate and execute retention campaigns, loyalty activities, and personalized engagement initiatives for the VIP segment
Manage VIP incentives, rewards, bonuses, and exclusive offers to maximize player satisfaction and lifetime value
Handle VIP player requests, complaints, and objections with a solution-oriented approach
Take full ownership of the assigned VIP player portfolio, ensuring long-term retention and revenue growth
Ensure all tasks and communication activities are performed according to established KPIs and business goals
Prioritize proactive and personalized communication with players to strengthen engagement and loyalty
Collaborate with CRM, Product, Marketing, and Analytics teams to improve the overall VIP experience
Prepare regular reports and updates on VIP segment performance and retention activities
Provide feedback and recommendations for improving internal processes and VIP operations
Continuously develop industry knowledge and stay updated on iGaming and VIP market trends
Requirements
2+ years of experience in iGaming with a focus on VIP / retention / player support
Strong understanding of VIP player behavior and retention mechanics
Experience working with CRM systems and VIP segmentation
Excellent communication and relationship-building skills
Experience with outbound communication and personalized player engagement
Ability to work with KPIs and performance targets
Strong problem-solving and conflict-resolution skills
Experience in Tier-1 markets will be a plus
German B2 – Upper Intermediate
What We Offer
Opportunity to work with a fast-growing licensed iGaming product
Direct impact on VIP retention and business growth
Competitive compensation based on experience and results
Flexible and dynamic work environment with fast decision-making
Strong team and performance-driven culture
Career growth opportunities within the company