About Pulse Games
We create mobile games that are fun, visually engaging, and built around exciting challenges. Our games bring fast-paced, strategy-driven gameplay that keeps players engaged. Everything we create starts with our team, collaborating, learning, and pushing each other to do better every day. As a fully remote team, we work across different locations, turning our shared passion into unforgettable gaming experiences.
We are looking for a VIP Manager to join our team and own the experience of our highest-value players. You’ll build strong, long-term relationships with VIP players, understand their needs and playing behavior, and create personalized experiences that drive engagement, retention, and loyalty.
This is a hands-on role for someone who understands the real-money gaming space, enjoys building genuine player relationships, and knows how to combine great service with a data-driven approach.
What You'll Do
- Own a portfolio of VIP players, building strong, long-term relationships and acting as their primary point of contact.
- Deliver personalized communication, rewards, and experiences based on individual player needs and behavior.
- Drive retention and reactivation initiatives by monitoring player activity and identifying opportunities to increase engagement and lifetime value.
- Handle VIP requests, issues, and escalations with responsiveness, professionalism, and discretion.
- Work closely with Product and Marketing teams, sharing VIP player feedback and insights to deliver a seamless player experience.
- Ensure VIP interactions follow responsible gaming principles and relevant regulatory requirements
- Continuously look for ways to improve the VIP experience, processes, and overall player journey
What We're Looking for
- 3+ years of experience in VIP Management, or a similar player-facing role within real-money gaming, skill-based gaming, iGaming, online casino, sports betting, sweepstakes, or fantasy sports
- Strong understanding of VIP player behavior, retention, and engagement, with proven experience managing high-value player relationships and delivering personalized service.
- Comfortable working with player data and using insights to guide communication, rewards, and retention initiatives
- Strong problem-solving skills and the ability to handle sensitive or high-priority player issues calmly and professionally
- Strong ownership mindset and ability to work independently in a fast-moving environment
- Excellent written and spoken English, with strong communication and relationship-building skills.
- Availability to work primarily in US time zones and occasionally on weekends when needed.
We respect your privacy and will treat your data confidential as part of the recruitment process. If you’d like more details, please read our Privacy Policy:
https://www.pulsegames.org/candidate-privacy-policy/
Requires 3+ years in VIP management or a similar player-facing real-money gaming role, experience with high-value player relationships, data-driven retention, issue resolution, independent work, and excellent English communication.
Key Responsibilities
- managing players
- driving retention
- handling escalations
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — United Kingdom
- Languages: English
About Pulse Games
A remote game developer creating engaging mobile games with fast-paced, strategy-driven gameplay. — Industry: Media and Communications