VIP Customer Care Manager

We are guided by deep technical knowledge, achievements, and industry experience, combining them with such human values as curiosity, empathy, trust, sincerity, and respect for freedom of opinion and choice.
This defines the essence of VeliBC and helps us build long-term relationships with colleagues, partners, and users.

VeliBC is looking for a proactive and customer-oriented VIP Customer Care Manager to build strong relationships with our VIP players and deliver an exceptional customer experience.

You will:

Responsibilities:

• Communicate with VIP players via phone, email, and social media;
• Develop and implement strategies to attract and retain high-value players;
• Build and maintain strong relationships with VIP guests through frequent communication and personalized service;
• Coordinate and host special events and promotions for VIP guests;
• Monitor player activity and identify opportunities to increase revenue;
• Work closely with other departments, including marketing, finance, and operations, to ensure a seamless VIP experience;
• Make recommendations to improve VIP player performance;
• Ensure compliance with all regulatory requirements related to the VIP program;
• Handle escalated customer service issues with discretion and professionalism.
• Spanish language proficiency: B2

You are:

• Excellent written and verbal communication skills in English:
• Detail-oriented approach with focus on operational accuracy and process consistency
• Data-savvy mindset with the ability to interpret CRM analytics and optimise retention delivery
• Creative thinker with the ability to propose ideas, conceptualise journeys, and support strategic planning with data-driven insights.
• Analytical background with expertise in spreadsheets and data visualisation tools (Tableau, Looker Studio, Power BI, etc.) - good to have
• CRM platform experience - good to have

The perks:
Being part of the VeliBC team means working in a supportive, international, and growth-oriented environment with motivated professionals.

• In addition, you will receive:
• Competitive compensation based on experience and qualifications;
• Career development opportunities;
• Knowledge sharing and professional growth;
• Paid sick days;
• Corporate events and team activities.