📍 Remote | iGaming | VIP Management
ABOUT THE COMPANY
Fidel Group is an international iGaming ecosystem operating multiple online casino brands across regulated and emerging markets. We manage the full player lifecycle in-house — from product development and payments to CRM, retention, analytics, and customer experience.
Our structure is decentralized, with each project operating as an independent business unit empowered to make decisions quickly and drive growth within its market. This allows our teams to move fast, test new ideas, and create exceptional player experiences.
ABOUT THE ROLE
We are looking for a Spanish-speaking VIP Manager to build strong relationships with our high-value players and deliver a premium, personalized gaming experience.
This role combines relationship management, retention, reactivation, and commercial ownership. You will manage a portfolio of VIP clients, proactively engage players, identify growth opportunities, and contribute directly to player retention, deposits, and overall lifetime value (LTV).
You will work closely with CRM, Product, Marketing, and Risk teams to ensure VIP players receive the highest level of service and attention.
GOALS FOR PROBATION PERIOD (FIRST 90 DAYS)
During your first three months, you will:
• Gain a deep understanding of our VIP programs, CRM tools, internal processes, and player segmentation strategy.
• Build and optimize VIP account management workflows and communication processes.
• Develop VIP playbooks, engagement strategies, and outreach procedures.
• Establish reporting and monitoring processes for VIP performance.
• Achieve and maintain key VIP KPIs:
- VIP first response time ≤ 30 seconds
- VIP satisfaction score ≥ 8/10
- VIP retention rate ≥ 85%
- Reactivation of at least 30% dormant VIP players
- Growth in deposits and engagement across your VIP portfolio
WHAT YOU WILL DO
• Manage and develop relationships with VIP players through WhatsApp, phone calls, email, live chat, and video calls.
• Build personalized communication strategies for individual VIP accounts.
• Drive player activation, retention, and reactivation through proactive outreach and relationship-building.
• Present and manage VIP promotions, bonuses, and tailored offers to maximize engagement and deposits.
• Handle VIP requests, inquiries, complaints, and escalations with a high level of professionalism and urgency.
• Monitor player activity, deposits, wagering behavior, and engagement metrics.
• Analyze VIP performance data and identify opportunities for revenue growth and retention improvements.
• Collaborate with CRM, Marketing, Product, and Risk teams to improve VIP programs and player experience.
• Prepare regular reports on VIP activity, retention, reactivation, satisfaction, and revenue contribution.
• Continuously improve VIP processes, communication standards, and service quality.
WHAT WE ARE LOOKING FOR
• Proven experience in VIP Management, Account Management, Retention, or Customer Success roles.
• Previous experience within iGaming, online casinos, sports betting, or other high-value customer environments.
• Native or fluent Spanish (C1–C2 level).
• Fluent English for internal communication and reporting.
• Strong relationship-building and communication skills.
• Commercial mindset with the ability to increase player engagement, deposits, and retention.
• Experience working with KPIs, customer segmentation, and player behavior analysis.
• Strong organizational and multitasking skills.
• Ability to work independently in a fast-paced remote environment.
• Experience with VIP portfolios in online casino or sportsbook products.
• Knowledge of CRM platforms and customer engagement tools.
• Experience with Zendesk, Intercom, Freshdesk, or similar support systems.
• Understanding of player lifecycle management, VIP segmentation, and loyalty programs.
• Experience working with retention and reactivation campaigns.
WORK SCHEDULE
• Remote work format.
• 2 days on / 2 days off rotation.
• Working days: Tuesday – Saturday.
• Working hours: 11:00 PM – 11:00 AM.
• Availability for a weekly management call at 11:00 AM.
WHY JOIN US
• Join a fast-growing international iGaming company with ambitious expansion plans.
• Work directly with high-value players and have a measurable impact on revenue and retention.
• Take ownership of VIP processes and contribute to shaping the VIP program.
• Collaborate with experienced professionals across Product, CRM, Marketing, and Operations teams.
• Fully remote position with international exposure.
• Career growth opportunities into Senior VIP Manager, VIP Team Lead, or Head of VIP roles.
CONTACT
📩 Telegram: @BDOlenka
📩 Email: [email protected]