VIP Manager

SOFTSWISS is expanding its team and seeking an experienced VIP Manager. This role is crucial for enhancing the experience of VIP customers by fostering strong relationships, anticipating their needs, and delivering highly personalized service. The manager will ensure long-term loyalty, satisfaction, and engagement among valuable players through proactive communication, tailored offers, and strategic retention initiatives.

Must Have

• Build and maintain strong relationships with VIP customers
• Respond to VIP customer queries promptly and professionally (mainly via email)
• Improve key performance metrics by understanding and anticipating player needs
• Maintain a strong understanding of current promotions and develop new retention strategies
• Track individual customer behavior for timely distribution of bonuses, gifts, and hospitality offers
• Deliver premium customer service and personalized experiences
• Identify and implement strategies for managing high-value winners
• At least 1 year of experience in customer service
• Fluency in German – C1 or Native level
• English level: Upper-Intermediate or higher
• Excellent communication and negotiation skills
• High level of attention to detail and organizational abilities
• Strong ability to work independently and solve problems effectively
• Analytical thinking and creativity in resolving complex issues

Perks & Benefits

• Full-time remote work opportunities
• Flexible working hours
• Private insurance
• Additional 1 Day Off per calendar year
• Sports program compensation
• Comprehensive Mental Health Programme
• Free online English lessons with a native speaker
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events

SOFTSWISS continues to expand the team and is looking for a VIP Manager. We need a true, experienced and accomplished professional who shares our culture and values.

Overview:

SOFTSWISS continues to expand the team and is looking for a VIP Manager.

We need a true, experienced and accomplished professional who shares our culture and values.

Purpose of the role:

You will play a key role in elevating the experience of our VIP customers by building strong relationships, anticipating their needs, and delivering highly personalized service. Through proactive communication, tailored offers, and strategic retention initiatives, you will ensure long-term loyalty, satisfaction, and engagement among our most valuable players.

Key responsibilities:

• Build and maintain strong relationships with VIP customers to ensure loyalty and long-term engagement
• Respond to VIP customer queries promptly and professionally (mainly via email)
• Work to improve key performance metrics by understanding and anticipating player needs, consistently exceeding their expectations
• Maintain a strong understanding of current promotions, tournaments, and actively develop new strategies for players retention
• Track individual customer behavior to ensure timely and strategic distribution of bonuses, gifts, and hospitality offers
• Reach out regularly to users, delivering a premium level of customer service and personalized experiences
• Identify and implement strategies for managing high-value winners to ensure retention and satisfaction

Required Experience:

• At least 1 year of experience in customer service
• Fluency in German – C1 or Native level
• English level: Upper-Intermediate or higher
• Excellent communication and negotiation skills, with a high level of attention to detail and organizational abilities
• Strong ability to work independently and solve problems effectively
• Analytical thinking and creativity in resolving complex issues
• Comfortable using internal admin systems (training provided)

Our Benefits:

• Full-time remote work opportunities and flexible working hours
• Private insurance
• Additional 1 Day Off per calendar year
• Sports program compensation
• Comprehensive Mental Health Programme
• Free online English lessons with a native speaker
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events.

Learn more about our hiring process here – what to expect, how to prepare, and what makes SOFTSWISS different.

Department

Dedicated Team

Role

Partnerships Management

Locations

Warszawa, Poland, Poznań, Poland, Cyprus, Belgrade, Serbia

Remote status

Fully Remote

Employment type

Full-time