VIP Account Manager

Hero Gaming is seeking an experienced and dynamic VIP Account Manager to join our team. If you are passionate about the iGaming industry, customer relationship management, and providing exceptional service to high-value players, we want you on our team! We offer competitive salaries, flexible work arrangements (remote or hybrid in Malta or Marbella), and a range of attractive benefits.

Responsibilities:
As a VIP Account Manager, you will be responsible for managing, retaining, and reactivating our VIP players while developing new VIP customers. You will work closely with the VIP Senior Manager to achieve key objectives, including increasing player lifetime value and revenue contribution from assigned VIP customers. This role requires proactive outbound communication to grow player engagement and loyalty.

Key Responsibilities Include:

• VIP Account Management: Manage the VIP player base, ensuring retention and growth of assigned players as directed by the VIP Senior Manager.
• Proactive Player Engagement: Utilize outbound communication to engage and grow VIP player activity, ensuring players receive personalized and exceptional service.
• New VIP Development: Identify, onboard, and develop new VIP customers, introducing them to the benefits of the program to increase loyalty and engagement.
• Activity Monitoring: Analyse VIP player activity daily, identifying patterns and trends.
• Retention Strategies: Address potentially churned VIP players through personalized communications, special offers, and tailored solutions to retain them.
• Data Reporting & Analysis: Update VIP reports and metrics regularly, providing insights and generating additional reports as needed to track VIP performance, engagement, and satisfaction.
• VIP List Management: Maintain and update the VIP list by welcoming new customers, ensuring they meet requirements, and removing inactive players.
• Campaign Setup: Demonstrate creativity in setting up reactivation campaigns in Customer.io (is a plus), utilizing player insights and engagement strategies to reactivate and retain VIP players.

Qualifications:

• Minimum 1 year of experience as an Account Manager, preferably within the iGaming industry.
• Proven experience with Customer.io or similar customer engagement platforms.
• Knowledge of Zendesk, Jira, Confluence, and ClickUp.
• Strong interpersonal skills with the ability to build trust and maintain relationships.
• Excellent understanding of online casino games and sportsbook.
• Proficiency in German is a plus.
• Exceptional written and verbal communication skills.
• Analytical mindset with a keen eye for detail.
• Highly organized and customer-focused, with the ability to interact effectively with people at all levels within and outside the organization.
• Strong insight into player behavior, gambling trends, and customer needs.

Shift and Schedule:

• Flexibility to work evenings, nights, and weekends as needed (CET time).
• Ability to adjust working hours to accommodate the needs of VIP players and ensure consistent high-quality service.

What We Offer:

• Competitive salaries and benefits package.
• Flexible working options: remote or hybrid (Malta, Marbella).
• Paid leave and office benefits.
• A vibrant, dynamic team environment with growth opportunities.

Availability:

• Immediate Start: We are looking for someone who can join the VIP Hero Gaming team immediately and make an immediate impact in our VIP account management efforts.

If you are passionate about delivering an exceptional customer experience, have a proven track record in VIP account management, and are eager to grow in the iGaming industry, we would love to hear from you!

Apply now to become part of the Hero Gaming team!