Account Manager

Silverspin

VIP Account Manager to build high-value relationships in Casino & Sportsbook. Focused on driving loyalty, growth, and impact through strategic management and campaigns.

Posted 5/11/2026full-time🇲🇹 MaltaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Swift

About the role

Key responsibilities & impact

Proactively manage relationships with high-value customers via VIP-exclusive channels (phone, email, chat, Line, etc...), ensuring an exceptional level of service and engagement.
Monitor and analyze customer behaviour and trends to identify new opportunities and risks—taking swift and appropriate action to maximize customer lifetime value.
Own the performance of your VIP portfolio, ensuring KPIs related to retention, reactivation, and customer satisfaction are met or exceeded.
Develop and execute strategic campaigns, offers, and events tailored to individual VIP segments, with a strong focus on driving activity and loyalty.
Collaborate cross-functionally with marketing, product, and operations teams to bring new initiatives to life that enhance the VIP experience.
Identify early signs of churn or disengagement and take proactive steps to re-engage players using data-driven insights and personalized strategies.
Help design and deliver unforgettable VIP-only experiences—both online and in person—through exclusive events and rewards programs.
Continuously seek out ways to improve our VIP offering and deliver increased value to both customers and the business.

Requirements

What you’ll need

Previous experience in customer support, VIP account management, or a similar customer-facing role.
Demonstrated ability to build rapport and trust with customers in a fast-paced, digital environment.
Strong problem-solving and communication skills, with a focus on delivering customer-centric solutions.
Proven ability to develop and execute tailored campaigns or engagement strategies.
Fluency in English (written and spoken); other languages are a plus.
Comfortable working with data and using insights to guide decision-making and prioritize actions.

Benefits

Comp & perks

Competitive salary and benefits
Opportunities to learn, grow, and develop
A creative, collaborative team environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportVIP account managementdata analysiscampaign developmentcustomer engagement strategiesKPI managementcustomer behavior analysisproblem-solvingcommunication

Soft Skills

relationship managementbuilding rapporttrust buildingcustomer-centric solutionsadaptabilitycollaborationproactive engagementstrategic thinking