Job Description:
VIP Relationship Manager (Mid-Level)
About the role
Were looking for a mid-level VIP pro to manage a book of high-value
players. Youll build real relationships, solve issues fast, and use simple
data checks to keep players active and happy.
Youll work closely with our Senior VIPs, CRM, and Payments/Risk teams.
What youll do
Manage a portfolio of mid-tier VIPs via phone, chat, and email; keep the
tone friendly and personal
Spot trends in activity and value; reach out at the right time with the right
message
Set and request bonuses within the playbook; track results (deposit
uplift, ARPPU, activity days)
Solve problems quickly by coordinating with CS, Payments, and Risk;
keep the player updated
Run small VIP promos/perks (tailored offers, gifts, invites) and help with
bigger events when needed
Log everything: notes, preferences, follow-ups, and next steps in the
CRM
Report weekly on your book: retention, re-deposit rate, churn risk, and
actions youre taking
Flag and hand over high-potential players to Senior VIPs when it makes
sense
Cover evenings/weekends on a rotation when needed (major promos,
events, peak times)
What youll need (must-haves)
2+ years in VIP, retention, or account management (iGaming preferred)
Strong English; another language (Greek, German, etc.) is a plus
Great people skills: you listen well, negotiate fairly, and follow through
Sales/support mindset: proactive outreach and clear follow-ups
Comfortable with numbers: you can read a dashboard and make simple,
data-led decisions. Excel basics (filters, pivots, lookups) and confidence working from CRM
lists
Organized, detail-driven, and able to own your tasks end-to-end
Nice to have
Experience with Smartico, Fast Track, or similar CRM/retention tools
VIP event hosting or gifting logistics
Extra languages for targeted markets
Solid understanding of casino bonuses and player value drivers
What we offer
A friendly team where you own your work and see the impact
Competitive salary based on experience and results
The tools and tech you need
Lunch in the office
Performance Bonus Scheme
Performance-based annual salary review