The VIP Account Manager is responsible for the commercial performance and retention of a high-value player portfolio while leading a Junior Account Manager. They will utilize data analytics and CRM tools to forecast performance, execute engagement strategies, and represent the brand at VIP events.
The VIP Account Manager Sr owns full relationship management and commercial performance of a high-value player portfolio, leading a Junior Account Manager and driving retention through a sales-oriented approach grounded in forecasting and achievement tracking. The role is expected to represent the brand with a strong professional presence at VIP events — including travel and out-of-hours engagements — while translating player data into forecasts and actionable strategy.
Responsibilities:
Own end-to-end commercial performance (NGR, retention, reactivation, forecast achievement) of an assigned VIP player portfolio.
Lead and mentor a Junior VIP Account Manager, reviewing their portfolio, interactions, and development.
Apply a sales-driven retention approach — proactively pursuing reactivation and upsell opportunities rather than only responding to inactivity.
Manage daily player communication — writing, calling, and responding to inquiries — through CRM and email channels, ensuring timely and consistent engagement.
Use analytics and CRM data to identify behavior patterns, forecast performance, and inform retention actions.
Build and maintain forecast and achievement tracking using Power BI and Excel, reporting portfolio performance against targets.
Proactively identify early signs of declining engagement and act ahead of churn, rather than relying solely on reactive CRM triggers.
Plan and execute tiered, milestone-driven hospitality actions, gifts, and experiences for top-tier players.
Escalate and manage critical or high-risk cases directly, coordinating with the Head of VIP as needed.
Qualifications:
Spanish and English fluency is mandatory; Portuguese is a plus
Minimum 2 years of experience in iGaming, and 5 years of total professional experience.
Proven sales/retention-driven approach to account management, with a track record of achieving targets.
Strong written and verbal communication skills — comfortable managing outreach via CRM tools, email, and calls as part of daily player engagement.
Experience working with CRM platforms (e.g., Optimove, Salesforce, Smartico, or similar) for logging interactions, tracking cadences, and executing campaigns.
Comfortable working with analytics/data tools to read player behavior and performance trends, beyond just forecasting.
Strong command of Power BI, Excel, and numbers-driven reporting for forecasting and performance tracking.
University degree in Sales, Finance, or Publicity/Advertising preferred. Candidates without a completed degree will be considered if they bring 6+ years of solid, professional-level work experience.
Strong presence and relationship-building skills for representing the brand at VIP and industry events.
Ability to lead and develop a direct report.
Would be a plus:
Professional degree in Sales, Finance, or Publicity/Marketing.
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
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