We are looking for an experienced and customer-focused Senior VIP Account Manager to join our HVC (High Value Customer) team for the Romania market. In this role, you will act as the main point of contact for VIP players, ensuring an outstanding gaming experience, building long-term relationships, and driving player engagement and retention.

📍 Location: Bucharest, Romania

🕒 Type: Full-time (hybrid)

📌 Key Responsibilities:

• Manage and develop relationships with VIP players, acting as the primary point of contact for all account-related activities
• Communicate with VIP customers via email, SMS, chat, and phone to ensure high-quality service
• Monitor and analyze player activity, including gaming behavior and deposits, to identify risks of churn and take proactive actions
• Increase player lifetime value and retention through personalized engagement strategies
• Build strong, long-term relationships through regular communication and tailored offers
• Propose and manage personalized promotions and bonuses for VIP players
• Ensure excellent customer experience by resolving issues promptly (first-contact resolution)
• Assist in planning and executing VIP events, including exclusive offers, gifts, and rewards
• Identify responsible gaming risks and escalate when necessary
• Follow internal procedures related to AML, KYC, and risk management
• Collaborate with internal teams to improve processes and enhance VIP experience

✅ Ideal Candidate Profile:

• Minimum 2+ years of experience as a Senior VIP Account Manager in iGaming (mandatory)
• Strong analytical skills with experience in data analysis and reporting
• Advanced knowledge of MS Excel (mandatory)
• Excellent communication and client relationship management skills
• Fluent English (written and spoken)
• Strong time management and organizational skills
• Proactive, results-driven, and customer-oriented mindset
• Ability to identify areas for improvement and contribute to process optimization

💡 Nice to Have:

• Experience with Jira and Confluence
• Basic knowledge of HTML
• Experience working with VIP segments in international markets

If you are passionate about delivering exceptional customer experiences and working in a dynamic international environment — let’s move forward together 🚀

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