VIP Retention Manager iGaming

📋 What you will do

• Handle up to 350 daily tickets while maintaining high service quality
• Manage and retain high-value VIP players
• Reactivate dormant players and drive LTV growth through personalized engagement
• Reduce churn through empathetic communication and dispute resolution
• Act as a liaison between the VIP team and product department for critical issues
• Train and onboard new team members to meet KPIs and quality standards
• Perform shift management duties, including SLA monitoring and workload distribution
• Resolve complex objections to drive revenue and long-term loyalty

🛠 Stack and skills

✅ What we expect

• Proven experience in VIP or Retention management
• Experience working with high-value players
• Proven ability to mentor and onboard new staff
• Experience in shift management and SLA control

📞 Selection process