VIP Manager​/VIP Coordinator

Role Purpose

The VIP function is responsible for managing, developing, and supporting relationships with high-value players, ensuring a premium, personalized experience that drives retention, loyalty, and lifetime value. The role focuses on proactive engagement, tailored rewards, and revenue growth while operating strictly within responsible gaming and regulatory frameworks.

• Manage and/or support a portfolio of high-value and VIP players across casino.
• Deliver timely, personalized communication via phone, email, chat, and in-app messaging.
• Build long-term relationships through tailored engagement and premium service.
• Monitor player activity, preferences, and value to optimize engagement, retention, and progression into VIP tiers.

• Support and execute bespoke VIP retention strategies, promotions, and exclusive campaigns.
• Assist in identifying opportunities to increase player lifetime value while ensuring sustainable and compliant play.
• Track and analyze VIP performance metrics including turnover, Net Gaming Revenue (NGR), bonuses, churn, and campaign effectiveness.
• Contribute ideas for VIP rewards, engagement initiatives, and program improvements.

• Coordinate and assist with VIP campaigns, promotions, and exclusive online or offline events.
• Support VIP Managers in hosting high-value players at hospitality events, tournaments, or personal visits.
• Promote VIP initiatives, raise campaign awareness, and resolve player queries during events and activations.

• Ensure all player interactions comply with gambling regulations, licensing requirements, and internal policies.
• Monitor player behavior for potential risk indicators and elevate concerns in line with responsible gaming procedures.
• Maintain accurate, audit-ready records of VIP interactions, bonuses, and decisions with discretion and professionalism.

• Liaise with Payments, Fraud, Risk, Compliance, and Customer Support teams to resolve VIP issues efficiently and discreetly.
• Manage or assist with VIP bonuses, rewards, and discretionary comps within approved budgets and governance frameworks.
• Support continuous process improvement initiatives to enhance the VIP experience.

• Maintain and update VIP records in CRM systems, ensuring accurate player data, preferences, and interaction history.
• Work alongside BI and Analytics teams to automate tracking of VIP communications and ensure relevant, timely outreach.
• Assist in compiling and presenting reports on VIP performance, campaign results, and player insights for management.

• Experience in a VIP, account management, customer service, or support role (iGaming experience preferred).
• Strong understanding of online casino and/or sports book products and player behaviour.
• Excellent communication, relationship-building, and stakeholder management skills.
• Strong organizational skills with high attention to detail.
• Commercial awareness with a data-driven mindset.
• Experience using CRM systems, Excel, and reporting/analytics tools.
• High levels of discretion, professionalism, and emotional intelligence.
• Flexibility to work evenings, weekends, or travel for events when required.

• Customer-centric and results-driven
• Strong problem-solving and negotiation skills
• Ability to manage sensitive information confidentially
• Capable of balancing commercial objectives with player protection and compliance

• VIP retention and churn rates
• Net Gaming Revenue (NGR) growth from VIP segment
• Player satisfaction and engagement levels
• Campaign performance and event ROI
• Compliance and responsible gaming adherence