Player Experience & Retention

Role Location: USA | Spain | Malta | Remote
We are building a next-generation US Social Casino and are looking for a dynamic VIP Manager to deliver an unparalleled experience for our most valued players.
You will work closely with our top-tier customers, ensuring their satisfaction and loyalty by providing personalised assistance, tailored promotions and exclusive rewards. The role involves managing a portfolio of high-value players, proactively engaging with them across multiple channels, and collaborating with the Commercial team to create targeted campaigns that keep our VIPs engaged.
We are looking for someone who is passionate about delivering exceptional customer service and skilled at building strong, lasting relationships with high-value players. You'll bring a proactive, data-driven approach to spotting opportunities and stay ahead of industry trends to keep our VIP offering best in class.
Key Responsibilities

VIP Relationship Management
Manage a portfolio of high-value players, understanding their preferences and needs,



and developing them from customers into brand advocates
Proactively engage with VIP players through multiple communication channels, including phone, email and Messenger
Build long-lasting relationships with players by providing personalized support and resolving any concerns or issues
Player Engagement & Collaboration
Monitor player activity and identify opportunities to enhance their gaming experience
Collaborate with the Commercial team to create targeted campaigns for VIP players
Performance Analysis & Optimization
Collect and analyze customer segment data, suggesting changes to optimize the VIP experience
Industry Knowledge
Stay up to date with industry trends and competitor activity to ensure we offer the best VIP experience in the market
Requirements

Fluent in English, with excellent verbal and written communication skills; knowledge of other languages is a strong asset
Previous experience in a simila

📌 VIP Manager (Madrid)
🏢 Rush Entertainment
📍 Madrid