BettingJobs are working with a large and successful iGaming Operator who are looking to add a VIP Manager to their team based remotely in LATAM or Canada.

Responsibilities:

• Manage, mentor, and develop a high-performing team of VIP Hosts, ensuring consistent and high-quality service to VIP customers.
• Set individual and team KPIs focused on player engagement, satisfaction and retention metrics.
• Create a culture of accountability, performance, and customer excellence.
• Oversee the daily execution of proactive outreach and tailored experiences for high-value sports betting and casino players.
• Collaborate with the Business Intelligence and CRM teams to design and implement campaigns and offers that cater to different player DNAs.
• Ensure timely resolution of escalated issues and facilitate top-tier support experiences.
• Monitor player behaviour to spot trends, risks, and high-value opportunities across all products.
• Ensure all host activities are compliant with internal policies.
• Help define and refine VIP segmentation and tiering models in collaboration with analytics and CRM.
• Deliver weekly and monthly reports on host performance, player activity, retention, and revenue impact.
• Analyse player-level data to collaborate with the wider team in developing outreach strategies and maximize ROI.
• Use insights to improve service quality and inform product, marketing, and promotional strategies.

Requirements:

• 3+ years in a VIP or high-value customer management role, with at least 1 year in a leadership capacity.
• Demonstrated success managing VIP relationships in sports betting and/or online casino environments.
• Solid understanding of both sportsbook and casino player behaviours, lifecycles, and motivations.
• Excellent leadership, coaching, and interpersonal skills.
• Strong commercial awareness and a player-first mindset.
• Comfortable interpreting player data and KPIs to drive decisions.
• Strong conflict resolution and communication skills.
• Proficiency with CRM systems and player management tools.
• Skilled in Excel/Google Sheets, with a basic understanding of data analysis and reporting platforms (e.g., Tableau, Power BI).
• Familiarity with customer segmentation, lifecycle campaigns, and bonus mechanics (especially in gaming).