VIP Account Manager/VIP Host

Description:

CR8-CONNECT is a dynamic and growth-oriented company specialising in customer support, risk management, AML & fraud prevention, marketing and sales, and VIP services. With a dedicated global team, we deliver tailored strategies and seamless experiences that help clients scale, succeed, and stay ahead.

As part of our continued expansion, we are looking for a VIP Account Manager / VIP Host to join our Customer Engagement team and help us elevate the experience of our most valued players.

The VIP Account Manager plays a key role in building strong, long-term relationships with high-value customers, ensuring they receive a personalised and premium level of service. As the primary point of contact for VIP players, you will proactively engage with them across multiple channels, provide tailored offers and exclusive promotions, and ensure that every touchpoint reflects exceptional care, professionalism, and understanding of their preferences.

As a member of our growing VIP department, you will support loyalty, retention, and sustained player value through strategic engagement, close collaboration with internal teams, and a deep understanding of player behaviour.

Key Responsibilities

VIP Relationship Management

Build and maintain strong relationships with VIP players across various communication channels (email, phone, chat, messengers, social media).
Serve as a trusted host to provide a personalized and seamless experience for high-value clients.
Demonstrate in-depth knowledge of sports betting and casino games to engage players in authentic, informed conversations and provide tailored support.

Player Retention & Loyalty

• Monitor VIP player activity and proactively engage to encourage continued activity and mitigate churn.
• Deliver tailored offers, rewards, and incentives based on player behavior and preferences.
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Performance Monitoring & Reporting

• Track and analyze player performance, lifetime value, and profitability.
• Maintain detailed records of interactions, feedback, and preferences. 

Cross-Functional Collaboration

• Work closely with marketing, customer support, compliance, and product teams to ensure effective VIP management.
• Coordinate participation, eligibility and rewards granting from exclusive events, tournaments, and experiences (both online and offline). 

Onboarding & Upgrading Players

• Identify emerging high-value players and facilitate their transition into the VIP program or leveling up within it.
• Assist with the onboarding of new VIPs, setting expectations for premium service and rewards. 

Compliance & Responsible Gaming

• Ensure all VIP interactions are compliant with regulatory standards and company policies.
• Promote responsible gaming practices and escalate concerns when necessary.

Requirements

• 2–5 years of experience in VIP account management, or customer-facing roles in the iGaming, hospitality, or luxury services industries.
• Strong communication and interpersonal skills with a proactive, empathetic, and confident approach.
• Ability to work flexible hours, including evenings and weekends, to accommodate different time zones and player needs.
• Strong sales mindset with a focus on player value, retention, and monetization.
• Excellent upselling and cross-selling skills.
• Solid working knowledge of Excel, including the ability to analyze data.
• Fluency in English. Any additional language shall be considered a significant advantage.
• Strong soft skills with ability to build genuine trust-based relationships.

Preferred Qualifications

• Experience working with CRM systems and reporting tools.
• Knowledge of industry regulations and responsible gaming protocols.
• Passion for gaming, entertainment, and sports.
• Deep understanding of player psychology, loyalty dynamics, and entertainment value.

Benefits

• Full-time, stable employment with a competitive salary package
• Supportive leadership, inclusive, and collaborative culture — we value open communication and teamwork
• Comfortable office amenities in Niš (coffee, snacks, relaxation areas)
• Opportunities for career growth within a rapidly expanding international company
• Continuous learning and professional development (training, mentoring, and workshops)
• Paid time off
• Private health insurance
• Performance Bonus