Gaming VIP Manager (Hybrid)

Sofia, Work from home full-time

About us

We’ve been turning job searches into exciting new beginnings for 18 years! With offices
in Bulgaria and Serbia, we connect top talent with leading Bulgarian and international
companies. We believe in helping people grow into their best selves, and our ever-growing
network of happy candidates and clients is what drives us forward. Let’s shape the future
together!

For one of our clients – a premier technology partner to the gambling industry, backed by
more than 25 years of unrivaled international know-how, we are on a lookout for a Gaming
VIP Manager (Hybrid).

Responsibilities

* Serve as the primary point of contact for VIP customers, delivering exceptional support
across phone, email, chat, and messaging platforms with a personalized and proactive approach;
* Build long-term, trust-based relationships with high-value customers by understanding their
preferences, behaviors, and needs, ensuring a premium and seamless experience;
* Design and execute tailored engagement and retention strategies using customer data and
insights to increase loyalty, activity, and lifetime value;
* Coordinate exclusive VIP offers, personalized rewards, and bespoke experiences that
enhance customer satisfaction and strengthen brand loyalty;
* Monitor VIP activity, including gameplay, transactions, and account status, taking timely
action to maximize engagement while ensuring responsible play;
* Track key VIP performance indicators such as retention, revenue contribution, and
engagement, preparing regular reports and insights for internal stakeholders;
* Collaborate closely with Marketing, CRM, Product, Risk, and Compliance teams to ensure
consistent, compliant, and high-quality VIP service delivery.

Requirements and necessary skills

* At least 2 years of experience in VIP management, account management, CRM, or a similar
customer-focused role, ideally within online gaming or a related industry;
* Proven ability to build and maintain strong relationships with high-value customers through
excellent communication, empathy, and service orientation;
* Strong analytical mindset with experience tracking KPIs and translating data into actionable
insights and performance reports;
* Hands-on experience with CRM platforms and customer segmentation tools such as
Salesforce, Optimove, or similar systems;
* Solid understanding of Responsible Gambling, AML, and data protection regulations, with a
strong commitment to compliance and ethical standards;
* Confidence working with omnichannel communication tools including email, live chat,
SMS, WhatsApp, and social platforms;
* Fluency in English is required; additional languages are a strong advantage, along with
experience using Excel, Power BI, or Tableau for data analysis.

We offer

* Competitive benefits package including food allowance, health insurance, and discounted
Multisport card from day one;
* Additional bonuses such as baby bonus, newlywed bonus, refer-a-friend incentives, and
access to EAP support;
* Corporate taxi scheme for late shifts, plus regular company social events and continuous
training programs;
* After 6 months: supplemental dental plan, life insurance, monthly utilities allowance, and
annual wellness budget;
* Five extra vacation days per year (available after the first 20 days and non-transferable);
* After 12 months: annual performance bonus of up to one full monthly salary;
* A supportive work environment with opportunities for growth, creativity, and professional development;
* Standard working hours, with the option for a hybrid work model after the third month.

If you feel excited and confident that you’re the perfect fit, we encourage you to take the next
step. Kindly share your detailed resume in English when you get a chance. (and don’t forget
to include the reference number NC_).

Rest assured that we will reach out promptly to the candidates whose profiles closely match
our requirements. Your privacy is of utmost importance to us, and all your information is
safeguarded in compliance with the regulations of the Commission for the Protection of
Personal Data (Астреа Рикрутмънт ЕООД, license No 1809).

Contact Information

Phone: 0884978869

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