We are looking for a VIP Specialist to join our Retention team and take ownership of an assigned portfolio of high-value players.
You will build strong, long-term relationships with VIP players, understand their behavior and preferences, and use a data-driven and personalized approach to increase retention, engagement and player lifetime value.
Requirements
- 1+ year of experience in VIP Account Management, Retention, high-touch Sales or a similar role.
- Proven experience in online iGaming sales, retention or comparable digital/subscription products, with a focus on revenue retention and customer lifetime value.
- Strong understanding of key performance metrics such as GGR, ARPPU, deposit activity, churn and conversion, with the ability to translate them into concrete account actions.
- Strong communication and relationship-building skills across phone, live chat, messengers, email and SMS.
- Customer-oriented mindset combined with a strong commercial focus.
- Ability to manage multiple players and priorities while maintaining a high level of personalization.
- Data-driven and target-oriented approach.
- Ability to stay calm and effective in a fast-paced and competitive environment.
- Good understanding of digital products and the ability to quickly learn new platforms and tools.
- Upper-Intermediate English or higher — confident written and spoken communication.
Nice to have
- Direct experience in online iGaming, especially hands-on experience with the SoftSwiss platform.
- Experience working with VIP players in a shift-based operation.
- Understanding of VIP mechanics, including cashback, tier progression, bonus strategy and retention frameworks.
- Experience working with CRM and player segmentation tools.
- Experience working with multiple GEOs and different player profiles.
Responsibilities
- Manage and develop an assigned portfolio of VIP players.
- Build long-term relationships through personalized communication across calls, email, WhatsApp, Telegram and other approved channels.
- Monitor player activity and identify opportunities to increase deposits, wagering, engagement and retention.
- Proactively reactivate inactive players using approved retention and win-back strategies.
- Develop and deliver personalized offers based on player behavior, value and preferences.
- Manage daily VIP workflows and ensure all player requests are handled efficiently.
- Issue bonuses, cashback, free spins and other rewards in line with company guidelines and approved budgets.
- Suggest personalized gifts, campaigns and engagement ideas for high-value players.
- Track key player metrics and translate insights into practical account management actions.
- Maintain accurate player notes, communication history and activity data in CRM.
- Collaborate with Team Leads and cross-functional teams to deliver a seamless VIP experience.
- Respond promptly to requests from Support, Risk, Fraud, Payments and other internal teams.
- Identify and escalate Responsible Gambling, AML, KYC, fraud and other compliance-related concerns when required.
- Meet individual performance targets and contribute to the overall performance of the VIP team.
Benefits
- Freedom to choose where to work: work from anywhere in the world with the freedom of remote options.
- Flexibility: enjoy flexible working hours that let you balance your personal and professional life while staying focused on delivering great results.
- Corporate English speaking club: improve your English proficiency with regular practice and expert guidance.
- A Culture That Cares: thrive in a friendly environment where a strong corporate culture builds connections, drives innovation, and makes you feel truly valued.
- Accelerate Your Growth: seize career advancement opportunities in a rapidly expanding marketing company. As the company scales, so will your professional journey.
Requires 1+ year in VIP account management, retention, high-touch sales, or similar; iGaming or digital product experience; metric-driven account management; strong communication; and upper-intermediate English.
Key Responsibilities
- managing portfolios
- building relationships
- retaining players
Skills & Tools
SoftSwiss, CRM, WhatsApp, Telegram, SMS
Job Details
- Category: Sales
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — Nigeria or Iwo
- Languages: English
About Stay Group
A dynamic professional team working toward shared goals and creating meaningful impact. — Industry: Media and Communications