VIP Account Manager

The VIP Account Manager Sr owns full relationship management and commercial performance of a high-value player portfolio, leading a Junior Account Manager and driving retention through a sales-oriented approach grounded in forecasting and achievement tracking. The role is expected to represent the brand with a strong professional presence at VIP events — including travel and out-of-hours engagements — while translating player data into forecasts and actionable strategy.

Responsibilities:

• Own end-to-end commercial performance (NGR, retention, reactivation, forecast achievement) of an assigned VIP player portfolio.
• Lead and mentor a Junior VIP Account Manager, reviewing their portfolio, interactions, and development.
• Apply a sales-driven retention approach — proactively pursuing reactivation and upsell opportunities rather than only responding to inactivity.
• Manage daily player communication — writing, calling, and responding to inquiries — through CRM and email channels, ensuring timely and consistent engagement.
• Use analytics and CRM data to identify behavior patterns, forecast performance, and inform retention actions.
• Build and maintain forecast and achievement tracking using Power BI and Excel, reporting portfolio performance against targets.
• Proactively identify early signs of declining engagement and act ahead of churn, rather than relying solely on reactive CRM triggers.
• Plan and execute tiered, milestone-driven hospitality actions, gifts, and experiences for top-tier players.
• Escalate and manage critical or high-risk cases directly, coordinating with the Head of VIP as needed.
  

Qualifications:

• Spanish and English fluency is mandatory; Portuguese is a plus
• Minimum 2 years of experience in iGaming, and 5 years of total professional experience.
• Proven sales/retention-driven approach to account management, with a track record of achieving targets.
• Strong written and verbal communication skills — comfortable managing outreach via CRM tools, email, and calls as part of daily player engagement.
• Experience working with CRM platforms (e.g., Optimove, Salesforce, Smartico, or similar) for logging interactions, tracking cadences, and executing campaigns.
• Comfortable working with analytics/data tools to read player behavior and performance trends, beyond just forecasting.
• Strong command of Power BI, Excel, and numbers-driven reporting for forecasting and performance tracking.
• University degree in Sales, Finance, or Publicity/Advertising preferred. Candidates without a completed degree will be considered if they bring 6+ years of solid, professional-level work experience.
• Strong presence and relationship-building skills for representing the brand at VIP and industry events.
• Ability to lead and develop a direct report.

Would be a plus:

• Professional degree in Sales, Finance, or Publicity/Marketing.
• Portuguese language proficiency

Work Schedule & Location

• Location: Remote
• Schedule: Monday to Friday, 9:00 AM – 6:00 PM