VIP Account Manager – Evening/Night Shifts
Arena (Sports, Media & Entertainment Careers)
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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Tech Stack
About the role
- Act as the primary point of contact for VIP clients, ensuring exceptional service.
- Build and maintain strong, long-term relationships with high-value clients.
- Identify opportunities for upselling and cross selling products and services.
- Monitor client activity to proactively address potential churn risks.
- Providing regular and clear updates on the performance of your VIP accounts to key business stakeholders.
- Co-ordinate with internal teams to ensure VIP clients receive prioritised support and access to exclusive offerings
- Handle high-stakes or sensitive client issues with professionalism and discretion.
- Provide feedback and ideas for internal processes to ensure a smooth operation of the VIP Team.
- Review and keep up to date with industry trends and best practices in Web3/casino gaming and player engagement, to inform our own VIP strategy.
- Keeping up to date with regulatory requirements and compliance standards to ensure all VIP and loyalty initiatives adhere to legal and ethical guidelines.
- This role will require flexibility on hours to work shift patterns (early/late) and will include some weekends
Requirements
- Ability to build, manage, and grow long-term relationships with high-value players, with full ownership of player lifecycle and revenue performance.
- Proven ability to drive user retention, engagement, and satisfaction.
- Willingness to work flexible hours, including evenings and weekends, to support VIP player activity.
- Optional/nice to have: familiarity with cryptocurrency payment methods, including deposits, withdrawals, and related player concerns.
- Proven track record of success in a sales or high level customer support role
- Exceptional communication and interpersonal skills, with the ability to interact effectively with highly demanding VIP players, as well as colleagues and stakeholders at all levels.
- An ability to work in a fast paced, high-pressure environment.
- A solid understanding of casino gaming mechanics, player psychology, and monetization strategies.
- Strong analytical skills and proficiency in interpreting player data and engagement metrics to deliver actionable insights.
- Outstanding written English.
Benefits
- Flexible working hours
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
user retentionengagement metricsplayer data analysisupsellingcross sellingcryptocurrency payment methodscasino gaming mechanicsmonetization strategiesplayer psychology
Soft Skills
communication skillsinterpersonal skillsrelationship managementprofessionalismdiscretionflexibilityproblem-solvingteam coordinationadaptabilitycustomer support