VIP Manager

Our client is a fast-growing Web3 gaming company looking for a VIP Account Manager to build and manage relationships with high-value players. You'll own a portfolio of VIP customers, delivering exceptional service, driving retention, and creating personalized experiences that maximize player lifetime value.

This is a remote role based in the United States supporting a global player base.

Responsibilities

• Manage a portfolio of VIP and high-value players.
• Build long-term relationships through personalized communication via Intercom, Telegram, WhatsApp, and other channels.
• Deliver proactive service to improve player retention, engagement, and satisfaction.
• Recommend and manage bonuses, rewards, lossback offers, and promotional campaigns based on player value.
• Maintain detailed player profiles, preferences, and engagement history.
• Ensure compliance with KYC, Responsible Gaming, and company policies.
• Monitor portfolio performance, including retention, profitability, and player satisfaction.
• Partner with Support, Product, Risk, and Analytics teams to improve the player experience.
• Provide player feedback to internal stakeholders and help shape future VIP initiatives.
• Support and mentor junior VIP team members as the function grows.

Requirements

• 5+ years of experience in VIP Management, Player Development, CRM, Loyalty, Account Management, or a similar customer-facing role.
• Experience working with high-value players within online gaming, iGaming, sweepstakes, social casino, sportsbook, or Web3.
• Strong relationship management and communication skills.
• Comfortable making commercial decisions around player rewards and reinvestment.
• Experience with KYC, payments, Responsible Gaming, and compliance processes.
• Analytical mindset with experience using CRM platforms and reporting tools; SQL knowledge is a plus.
• Highly organized, proactive, and results-driven.
• Willing to work rotating weekends and flexible hours to support a global customer base.

Preferred Experience

• Crypto, blockchain, or Web3 gaming.
• Experience in CRM, marketing, player retention, customer success, hospitality, or B2C sales.

Why Join?

• Join a rapidly growing Web3 gaming company with nearly one million users worldwide.
• Take ownership of a high-impact VIP portfolio.
• Work remotely with a collaborative global team.
• Help shape the future of the VIP function in a fast-paced, innovative business.