Client Operations Manager/VIP Customer Relationship Specialist

Client Relationship Manager / VIP Customer Operations Specialist

Location: Remote
Industry: iGaming | Fintech
Employment Type: Full-Time

WHO WE ARE

We are a fast-growing product-based tech company operating at the intersection of betting, online casino, and blockchain technology. With a proven track record in delivering scalable digital entertainment platforms, we serve a global user base across multiple regulated and emerging markets.

In 2025, we are expanding our presence by forming a new cross-functional team in Yerevan, Armenia. This hub will play a strategic role in technology development and marketing performance, shaping the future of our core products and user acquisition strategies.

Turn VIP Engagement Into Long-Term Loyalty

Are you passionate about delivering exceptional experiences to high-value clients? Do you excel at blending data-driven strategy with personalized care? We’re seeking a sharp, people-first Client Relationship Manager / VIP Operations Specialist to drive loyalty, deposits, and satisfaction among our most valued users.

What You Will Do:

• VIP Account Management:
  Oversee the daily operations and relationship management of mid-to-high-value users, offering white-glove service and retention strategies tailored to individual needs.
  
  

• Lifecycle & Loyalty Optimization:
  Apply TOC principles and CRM insights to pinpoint key lifecycle moments that influence user deposits, churn risk, and long-term engagement.
  
  

• Segmentation & Data Analytics:
  Regularly segment users and analyze behavior trends to optimize retention plans and improve the total customer value model.
  
  

• Exclusive Events & Care Programs:
  Plan and deliver high-touch VIP-only events, gifts, and engagement campaigns that exceed expectations and build an emotional connection with the brand.
  
  

• Customer Advocacy:
  Act swiftly on complaints and feedback, orchestrating cross-functional teams to resolve issues with urgency and empathy.
  
  

What You Bring to the Table:

• Education & Experience:
  Bachelor’s degree or higher with 3+ years in VIP client services, high-net-worth customer support, or premium user operations.
  
  

• ️ CRM Mastery:
  Proficiency in tools like Salesforce, HubSpot, Zoho, or similarcapable of managing, tracking, and optimizing customer interactions.
  
  

• Strategic Mindset:
  Hands-on experience using TOC in lifecycle management, see bottlenecks before they become problems, and act fast.
  
  

• Cultural Fluency:
  Deep understanding of communication preferences and behaviors in former Soviet Union countries. Able to localize service strategies with ease and authenticity.
  
  

• People Skills & Poise:
  Natural communicator, crisis handler, and relationship nurturer with an ability to keep cool under pressure and always put the user first.
  
  

Language:
Fluent in English; Russian proficiency is a strong plus.

Why Join Us?

• Drive the global growth strategy of a digital-first company
  
  

• Work with an international, high-performance team
  
  

• Flexible work mode remote 
  
  

• Competitive salary and performance-based incentives
  
  

Opportunity to own projects and expand your career in the global iGaming or digital sector