VIP Account Manager

ABOUT THE ROLE

WorldWinner is expanding its VIP team and looking for a VIP Account Manager to deliver a personal, high-quality experience for our most valued players.

You will manage a portfolio of VIP customers, build strong relationships and understand what keeps them engaged with our skill-based cash competition games. You will also design new VIP promotions in partnership with CRM, creating fresh, personalized offers that give players compelling reasons to return and play with us. Through proactive outreach, tailored campaigns and hands-on support, you will strengthen loyalty, improve retention and support sustainable player value.

This is a customer-facing role for someone who combines excellent service with commercial judgment, understands player data and takes ownership of both the player experience and the promotions that support engagement.

KEY RESPONSIBILITIES

* Manage a portfolio of VIP players. Build lasting relationships through regular, personalized communication across phone, email and other approved channels.
* Own the player experience. Serve as a trusted point of contact, coordinating with Customer Service, Payments and other teams to resolve issues quickly and follow through until they are closed.
* Understand your players. Maintain accurate profiles and records of player preferences, feedback, interactions and offers to make every conversation relevant.
* Monitor activity and retention. Review portfolio performance to identify changes in engagement, respond to service concerns and prioritize outreach.
* Reconnect with inactive players. Identify eligible VIPs whose activity has declined, understand why they disengaged and coordinate appropriate outreach and offers.
* Grow the VIP program. Identify promising high-value players, assess their eligibility and introduce them to the program. Build engagement through benefits and experiences that match their interests.
* Create personalized campaigns. Partner with CRM, Marketing, Product and Operations to deliver relevant offers and VIP experiences, with clear objectives and measurable results.
* Manage promotional investment. Allocate bonuses, gifts and hospitality within approved budgets and policies, evaluating their impact on retention, satisfaction and player value.
* Report on your portfolio. Share performance trends, outreach results, player feedback and recommendations for improving the program.
* Host VIP experiences. Help organize and host hospitality events, ensuring players receive attentive service from invitation through follow-up.
* Represent the player internally. Surface recurring issues, competitor insights and opportunities to improve our games, tools and service.
* Put responsible play and compliance first. Follow all eligibility, privacy and promotional requirements, recognize potential player-welfare concerns and escalate them appropriately. Respect exclusions and contact restrictions in all outreach.

QUALIFICATIONS

* At least one year of experience in VIP management or account management within iGaming, sports betting, skill gaming or a closely related industry.
* Experience building relationships with high-value customers and delivering proactive, personalized service.
* Ability to analyze player data, identify trends and translate findings into retention and engagement actions.
* Strong commercial judgment, including experience managing offers or promotional budgets and evaluating results.
* Excellent written and verbal communication skills, with confidence handling sensitive conversations and resolving customer concerns.
* Strong organization and follow-through, with the ability to manage a portfolio and prioritize competing needs.
* Experience using CRM or customer management platforms, such as Salesforce, Optimove or Braze, and strong Excel skills.
* Flexibility to support occasional evening or weekend player needs and attend VIP events as required.

PREFERRED QUALIFICATIONS

* Experience supporting VIP players in a regulated US gaming market.
* Background in luxury hospitality, premium customer service or client relationship management.
* Familiarity with player lifecycle strategies, personalized promotions and bonus optimization.
* Experience collaborating with CRM, Marketing, Product, Analytics and Customer Service teams.
* A genuine interest in games and creating an enjoyable, trusted player experience.

BENEFITS INFORMATION

* Exciting, creative, and fun industry where you can make a measurable impact.
* Collaborative and inclusive work environment.
* Comprehensive subsidized medical, dental, and vision coverage with paid parental leave options.
* 5% company 401(k) match with immediate vesting.
* Generous time off and flexible hours to support work-life balance.

EQUAL EMPLOYMENT OPPORTUNITY

WorldWinner is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, gender, sex, sexual orientation, pregnancy, gender identity or expression, disability, religion, age, genetic information, veteran status or any other characteristic protected by federal, state, or local law. We will make reasonable accommodations to known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation imposes an undue hardship on our operation or direct threat safety to the individual or others in the work environment. We also participate in the E-Verify program, a service of DHS and SSA.