VIP Account Manager

SUMMARY:
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POSITION INFO:

An exciting opportunity exists for a VIP Account Manager to join the team, based in Durban or Johannesburg. The ideal candidate will be energetic, customer-obsessed, and highly skilled at building lasting relationships with high-value clients.

In this role, you will manage a portfolio of VIP players, providing exceptional, personalised service and tailored offers to enhance engagement, loyalty, and retention. You will act as the key liaison between top-tier customers and the brand, ensuring every interaction reflects a high standard of service excellence and contributes to overall business growth.

Key Responsibilities

• Build and maintain strong, long-term relationships with VIP customers to enhance loyalty and trust.

• Take full ownership of your VIP portfolio by developing personalised promotions and experiences.

• Deliver premium support via WhatsApp, SMS, email, and phone to ensure prompt and professional service.

• Represent the voice of VIP customers and ensure their feedback informs business decisions.

• Analyse player activity to identify opportunities for increased engagement and retention.

• Consistently meet and exceed revenue, retention, and activity KPIs.

• Support the onboarding and growth of new VIP clients, driving portfolio expansion.

• Work closely with marketing and VIP teams to design and implement retention and acquisition strategies.

• Collaborate across departments to coordinate exclusive VIP events and initiatives.

• Keep abreast of market trends, competitor offerings, and best practices to inform strategy and maintain a competitive edge.

Requirements

• Minimum of 2 years’ experience in Account Management, ideally within iGaming, sports betting, or online casino.

• Demonstrated success in managing and growing high-value client portfolios.

• Strong analytical and data interpretation skills.

• Excellent written and verbal communication abilities.

• Ability to multitask, prioritise, and perform effectively under pressure.

• Strong problem-solving and conflict-resolution skills.

• Proficiency in Microsoft Office Suite, CRM platforms, and analytics tools.