VIP Manager

At Forward, we connect visionary iGaming companies with the industry’s brightest minds, delivering solutions that go beyond the ordinary. From marketing and R&D to technology, VIP customer experience, and data analytics, we handpick talent that empowers businesses to excel on a global stage. We don’t just fill positions, we build partnerships that elevate careers and drive innovation forward.

Role Overview

We are looking for an experienced VIP Manager to build and maintain long-term relationships with our highest-value customers and provide a premium, highly personalized service.

The ideal candidate understands the iGaming industry, is confident working with high-value customers, and can anticipate client needs while ensuring fast and effective resolution of their requests.

Responsibilities

• Provide personalized support and account management for VIP customers across all company-related matters.

• Build and maintain long-term, trusted relationships with VIP clients.

• Develop an individual approach based on each customer's needs, preferences, and behavior.

• Respond quickly to customer requests and resolve complex or sensitive situations.

• Maintain regular communication with VIP customers and proactively anticipate their needs.

• Coordinate with internal teams to ensure customer requests and commitments are handled efficiently.

• Monitor customer satisfaction and identify opportunities to improve the VIP experience.

• Handle confidential customer information in accordance with privacy and company standards.

• Monitor VIP player activity, including deposits, betting activity, and gaming frequency, and react proactively to changes in behavior.

• Prioritize and coordinate requests related to withdrawals, verification, payments, and other account-related matters.

• Monitor and manage a portfolio of VIP customers and maintain accurate reporting.

Requirements

• 1–2+ years of experience as a VIP Manager, Account Manager, or similar role in iGaming or Betting.

• Strong understanding of the iGaming industry, including casino and sportsbook products, bonus mechanics, and player behavior.

• Understanding of key financial and player metrics such as GGR, NGR, Turnover, and related KPIs.

• Turkish and Russian at C1+ level, both written and spoken.

• Experience working with CRM systems and player analytics tools.

• Strong ability to analyze customer behavior and use data to personalize communication and service.

• High emotional intelligence and excellent communication skills.

• Strong customer orientation and ability to work with high-value and demanding clients.

• Stress resilience and ability to remain professional in high-pressure situations.

• High attention to detail, confidentiality, and a proactive approach to customer management.