Key Duties/Responsibilities:

• Manage a dedicated portfolio of VIP players across multiple casino brands.
• Drive portfolio growth by increasing deposits, retention, and player lifetime value.
• Build strong, long-term relationships with VIP players through personalised communication.
• Actively identify upsell and cross-sell opportunities within the portfolio.
• Plan, execute, and manage targeted VIP campaigns, promotions, and incentives.
• Measure and analyse campaign performance and player behaviour to assess impact and ROI.
• Reactivate dormant or declining VIP players using tailored engagement strategies.
• Handle VIP player requests, issues, and escalations in a professional and timely manner.
• Collaborate with internal teams (CRM, Payments, Risk, Compliance, Marketing) to optimise player experience.
• Maintain accurate records of player interactions and portfolio performance.
• Ensure all activities comply with responsible gambling, AML, and regulatory requirements.

Key Skills/Experience:

• Native, or near-native level of English (spoken and written).
• Strong understanding of English language nuances, tone, and idiomatic expressions.
• Proven experience managing VIP or high value clients, ideally within iGaming, casino, or a similar high-touch environment.
• “Hunter mentality” with a strong commercial drive and results oriented mindset.
• Demonstrated ability to proactively engage players and create opportunities rather than react to them.
• Strong lateral and critical thinking skills with the ability to think outside the box.
• Excellent problem-solving skills and the ability to make sound decisions under pressure.
• High emotional intelligence with the ability to adapt communication style to different personalities.
• Strong organisational skills and ability to manage multiple players, campaigns, and priorities simultaneously.
• Confident working with KPIs, performance metrics, and portfolio analysis.

Nice to Have:

• Experience working with multiple brands or jurisdictions.
• Familiarity with CRM tools and VIP management.

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