VIP Account Specialist - German Speaking

Stay Group is an iGaming company developing and operating online casino brands for international markets. We focus on building engaging player experiences, developing our products, and growing long-term relationships with our audiences.

We are looking for a German-speaking VIP Account Manager who will build strong relationships with high-value players, deliver personalized experiences, and contribute to player retention and revenue growth.

Responsibilities

• Manage and develop a portfolio of VIP players, building long-term relationships through personalized communication.
• Communicate with players via phone, email, WhatsApp, Telegram, and other approved channels.
• Monitor player activity, deposit behavior, engagement, and wagering to identify opportunities for retention and growth.
• Proactively reactivate inactive players using approved retention and win-back strategies.
• Create personalized offers, bonuses, cashback, free spins, and other rewards based on player value and preferences, within approved budgets.
• Manage daily VIP workflows, respond to player requests, and ensure a high level of service and personalization.
• Identify opportunities to improve player engagement, retention, and lifetime value through tailored campaigns, gifts, and individual initiatives.
• Track key metrics such as GGR, deposits, ARPPU, churn, and conversion, translating insights into actionable account management strategies.
• Maintain accurate player profiles, communication history, and activity notes in the CRM.
• Collaborate with Team Leads and cross-functional teams, including Support, Payments, Risk, and Fraud, to resolve player issues efficiently.
• Identify and escalate Responsible Gambling, AML, KYC, fraud, and other compliance-related concerns in line with company procedures.
• Meet individual KPIs and contribute to the overall performance of the VIP team.

Requirements

• At least 1 year of experience in VIP Account Management, iGaming Retention, high-touch Sales, or a similar customer-facing role.
• Experience in online iGaming or another digital business where customer retention, revenue growth, and customer lifetime value are important.
• Understanding of key performance metrics such as GGR, ARPPU, deposit activity, churn, conversion, and player value.
• Excellent communication and relationship-building skills, with confidence communicating through calls, messengers, email, and live chat.
• German — Upper-Intermediate (B2) or higher, with confident written and spoken communication.
• English — Upper-Intermediate (B2) or higher, for internal communication and collaboration.
• Strong customer orientation combined with a commercial mindset and focus on measurable results.
• Ability to manage multiple player accounts while maintaining personalized, high-quality communication.
• Analytical, proactive, and target-oriented approach to daily work.
• Ability to remain calm, organized, and effective in a fast-paced environment.
• Willingness to learn new platforms, CRM systems, and internal tools quickly.

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.