VIP Account Manager – Senior

About the role

The VIP Account Manager (Senior) is responsible for the full commercial performance of a high‑value player portfolio, leading a Junior Account Manager and ensuring retention through a proactive, sales‑driven approach. The role requires frequent brand representation at VIP events, including travel and out‑of‑hours engagements, while turning player data into actionable forecasts and strategies.

Key responsibilities

• Own end‑to‑end commercial performance (NGR, retention, reactivation, forecast achievement) of an assigned VIP player portfolio.
• Lead and mentor a Junior VIP Account Manager, reviewing their portfolio, interactions, and development.
• Drive a sales‑oriented retention strategy, proactively pursuing reactivation and upsell opportunities.
• Manage daily player communication via CRM and email, ensuring timely and consistent engagement.
• Use analytics and CRM data to identify behavior patterns, forecast performance, and inform retention actions.
• Build and maintain forecast and achievement tracking using Power BI and Excel, reporting against targets.
• Plan and execute tiered hospitality actions, gifts, and experiences for top‑tier players.

Required profile

• Fluent in Spanish and English (Portuguese a plus); minimum 2 years iGaming experience and 5 years total professional experience.
• Proven sales/retention‑driven account management with a track record of meeting targets.
• Strong written and verbal communication skills for daily outreach via CRM, email, and calls.
• Ability to lead and develop a direct report and represent the brand at VIP and industry events.

Required skills

• Experience with CRM platforms such as Optimove, Salesforce, Smartico or similar.
• Advanced proficiency in Power BI and Excel for data analysis and reporting.