We are a licensed iGaming product focused on the Ukrainian market, currently in a rapid growth and scaling phase, with a clear ambition — to become the #1 choice for players in Ukraine.

We are looking for an experienced VIP Manager who will take ownership of the VIP player segment and help strengthen long‑term relationships with high‑value players through personalized communication, retention strategies, and premium customer experience.

This role is adecuado for someone who understands the VIP player lifecycle, knows how to build trust with players, and can directly influence retention and revenue growth.

Key Responsibilities

Build and maintain strong relationships with VIP players by providing highly personalized service and support

Communicate with VIP players through multiple channels (calls, chats, email, Telegram, WhatsApp), including outside regular working hours when urgently required

Retain existing VIP players and reactivate inactive high‑value customers

Monitor player activity, performance metrics, and financial retention indicators to identify growth opportunities and churn risks

Coordinate and execute retention campaigns, loyalty activities, and personalized engagement initiatives for the VIP segment

Manage VIP incentives, rewards, bonuses, and exclusive offers to maximize player satisfaction and lifetime value

Handle VIP player requests, complaints, and objections with a solution‑oriented approach

Take full ownership of the assigned VIP player portfolio,



ensuring long‑term retention and revenue growth

Ensure all tasks and communication activities are performed according to established KPIs and business goals

Prioritize proactive and personalized communication with players to strengthen engagement and loyalty

Collaborate with CRM, Product, Marketing, and Analytics teams to improve the overall VIP experience

Prepare regular reports and updates on VIP segment performance and retention activities

Provide feedback and recommendations for improving internal processes and VIP operations

Continuously develop industry knowledge and stay updated on iGaming and VIP market trends

Requirements

2+ years of experience in iGaming with a focus on VIP / retention / player support

Strong understanding of VIP player behavior and retention mechanics

Experience working with CRM systems and VIP segmentation

Excellent communication and relationship‑building skills

Experience with outbound communication and personalized player engagement

Ability to work with KPIs and performance targets

Strong problem‑solving and conflict‑resolution skills

Experience in Tier‑1 markets will be a plus

What We Offer

Opportunity to work with a fast‑growing licensed iGaming product

Direct impact on VIP retention and business growth

Competitive compensation based on experience and results

Flexible and dynamic work environment with fast decision‑making

Strong team and performance‑driven culture

Career growth opportunities within the company

📌 VIP Manager (Madrid)
🏢 IGTalents
📍 Madrid