VIP Account Manager

About the role

A VIP Account Manager is needed in Belgrade, Serbia, on a full-time hybrid basis. The role builds lasting relationships with high-value players, acting as their main point of contact: understanding their needs, resolving issues quickly and creating personalized experiences that keep them engaged and loyal. The manager works closely with the CRM, Risk, Payments and Support teams.

Key responsibilities

• Build and maintain long-term relationships with VIP players in line with standard operating procedures
• Resolve VIP issues and complaints quickly to ensure retention and a high-quality experience
• Monitor VIP activity, habits and preferences proactively to tailor the approach for each player
• Retain VIPs and grow their value through personalized communication and tailored offers
• Use the company platforms for daily operations, communication, monitoring and analysis of VIP activity
• Report regularly to the Team Lead and senior management on VIP performance, challenges, processes and tool usage
• Work with the CRM, Risk, Payments and Support teams and identify and report technical issues

Required profile

• University degree in Economics, Management, Marketing, Communications, IT or a related field preferred; a secondary school diploma is acceptable with relevant VIP experience
• At least 1 year of client-facing experience, such as customer support, account management or VIP hosting
• Experience in iGaming, fintech, telecommunications or another industry serving high-value clients is a strong advantage
• Professional level of English, written and spoken; additional languages are a plus
• Comfortable working shifts or flexible hours

Required skills

• Hands-on experience with CRM platforms, user monitoring tools and ticketing systems
• Familiarity with internal communication tools such as Slack or Teams
• Proven track record of increasing customer loyalty and value