Location: Onsite, Bulgaria

About the Hiring Company:

With a legacy spanning over 20 years, our company is dedicated to delivering an exceptional sports and casino betting experience. Every thrilling event, action-packed game, and exciting promotion is crafted with the player in mind. We take pride in being a forward-thinking, customer-focused platform that continuously evolves to offer bigger and better opportunities. Covering over 60 sports, we are constantly innovating and pushing boundaries to enhance the betting experience. Our commitment remains the same—putting our players first, every step of the way.

We are looking for an experienced and customer-focused VIP Account Manager Team Lead to lead our VIP and PVIP (Premium VIP) engagement strategy. This role is ideal for a retention specialist with a strong background in the iGaming industry, a passion for customer satisfaction, and a strategic mindset to drive loyalty and revenue growth.

Job Responsibilities:

• Owning the VIP customer satisfaction throughout their lifecycle.
• Providing high-quality, retention-focused, and sales-oriented interactions.
• Building and maintaining strong, long-lasting customer relationships and loyalty with PVIP and VIP clients.
• Developing and executing a strategic plan to achieve customer satisfaction goals.
• Monitoring customer feedback to improve the overall site and product experience.
• Understanding business needs, trends, and challenges in the gaming industry.
• Monitoring team performance and motivating team members to maintain high standards of work.
• Ensuring quality levels are maintained and effectively communicated to all team members.
• Training and developing knowledge within the VIP and PVIP departments.
• Promoting an automation-driven culture within the team.
• Developing and executing a strategic plan to achieve PVIP and VIP targets.
• Working closely with team managers to align retention strategies.
• Collaborating with the marketing team to create a unique and seamless customer journey.

The Successful Candidate:

1. Proven gaming executive experience – minimum 2 years.
2. Previous experience as a Retention or VIP Executive within the iGaming industry.
3. Ability to communicate and present at all levels of the organization, including executive and C-level stakeholders.
4. Fluent English and Chinese/Mandarin language is a plus

Interested?

If the position has caught your attention and you wish to apply, please upload your CV along with your contact info. If you want to know more about the position.

SmartRecruitment.com is our responsible recruitment partner for this position, they are a consultancy firm within recruitment/head-hunting. SmartRecruitment.com support their clients in recruiting iGaming & Crypto experts globally.