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VIP Account Specialist

1 month ago
Nigeria
Full-time
Junior
Account Manager
Customer and Technical Support
CRM
Apply Now
StayGroup

StayGroup

StayGroup - dynamic team of professionals collectively working towards common goals and objectives. Stay Group - Marketing and Software Company.

Media
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Description

  • Manage and develop an assigned portfolio of VIP players.
  • Build long-term relationships through personalized communication across calls, email, WhatsApp, Telegram, and other approved channels.
  • Monitor player activity and identify opportunities to increase deposits, wagering, engagement, and retention.
  • Reactivate inactive players through approved retention and win-back strategies.
  • Create and deliver personalized offers based on player behavior, value, and preferences.
  • Manage daily VIP workflows and resolve player requests efficiently.
  • Issue bonuses, cashback, free spins, and other rewards within approved guidelines and budgets.
  • Track player metrics, maintain accurate CRM records, and convert insights into account actions.
  • Collaborate with Team Leads, Support, Risk, Fraud, Payments, and other internal teams.
  • Identify and escalate Responsible Gambling, AML, KYC, fraud, and other compliance concerns.
  • Meet individual performance targets and contribute to overall VIP team performance.

Requirements

  • 1+ year of experience in VIP Account Management, Retention, high-touch Sales, or a similar role.
  • Experience in online iGaming sales or retention, or comparable digital/subscription products.
  • Understanding of GGR, ARPPU, deposit activity, churn, and conversion metrics.
  • Strong communication and relationship-building skills across phone, live chat, messengers, email, and SMS.
  • Customer-oriented mindset with strong commercial and target-focused orientation.
  • Ability to manage multiple players and priorities while maintaining personalization.
  • Ability to work calmly and effectively in a fast-paced environment.
  • Good understanding of digital products and ability to learn new platforms and tools quickly.
  • Upper-Intermediate English or higher, with confident written and spoken communication.
  • Online iGaming experience, particularly with the SoftSwiss platform, is preferred.
  • Experience with shift-based VIP operations, CRM and segmentation tools, multiple GEOs, and VIP mechanics such as cashback, tier progression, bonuses, and retention frameworks is preferred.

Benefits

  • Remote work from anywhere in the world.
  • Flexible working hours.
  • Corporate English-speaking club with regular practice and expert guidance.
  • Friendly, supportive corporate culture.
  • Career advancement opportunities in a growing marketing company.

Interested in this position?

Apply directly on the company website

Apply Now

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