VIP Manager | iGaming / Online Casino | LATAM

We are developing an international Online Casino product focused on Tier 2 / Tier 3 markets, with a strong emphasis on Latin America (LATAM).

Our key markets include Argentina, Colombia, Chile, and other LATAM countries.

As our product continues to grow and our high-value player base expands, we are looking for 2–3 experienced VIP Managers with a background in Online Casino / Betting and strong Spanish language skills.

We are looking for experienced VIP Managers to work with Spanish-speaking players across LATAM markets.

The main focus of this role is to provide personalized support to VIP players, build long-term relationships, increase player engagement, and improve retention and reactivation.

The ideal candidate understands the LATAM iGaming market, player behavior, and the importance of personalized communication when managing high-value players.

• Manage and maintain relationships with VIP players across LATAM markets through Telegram, WhatsApp, live chats, and phone calls.
• Build strong, long-term relationships with assigned VIP players.
• Conduct welcome, retention, and reactivation calls.
• Monitor player activity and proactively identify signs of declining engagement.
• Implement retention, reactivation, and churn prevention strategies.
• Develop personalized offers, bonuses, promotions, and special incentives for VIP players.
• Handle complex player inquiries related to payments, bonuses, promotions, and technical issues.
• Manage player objections and resolve escalated issues efficiently.
• Maintain accurate player profiles and communication history in CRM systems.
• Monitor individual KPIs and VIP portfolio performance.

• At least 1 year of experience in VIP management within Online Casino / Betting.
• Previous experience as a VIP Manager, VIP Host, VIP Operator, Personal Manager, or in a similar role.
• Spanish proficiency at B2/C1 level or higher, with strong written and verbal communication skills.
• Russian or English proficiency for internal team communication.
• Experience working with LATAM markets and understanding the regional player audience.
• Hands-on experience communicating with players through live chats, inbound and outbound calls.
• Strong understanding of VIP player management, retention, reactivation, and loyalty programs.
• Experience managing personalized bonuses, promotions, and special offers.
• Excellent communication, relationship-building, and problem-solving skills.
• Experience using CRM systems, LiveChat platforms, and messaging tools.
• Willingness to work rotating shifts, including evenings, nights, and weekends.

• Experience working with Argentina, Colombia, Chile, or other LATAM markets.
• Previous experience managing Spanish-speaking VIP players.
• Understanding of cultural and behavioral differences across Latin American markets.
• Knowledge of key iGaming metrics: NGR, FTD, CR, Churn Rate, LTV.
• Proven results in improving player retention, reactivation, and VIP portfolio performance.

• Fully remote work from anywhere.
• Opportunity to work with an international iGaming / Online Casino product.
• Direct involvement with LATAM VIP markets.
• Rotating shift schedule aligned with player activity.
• Competitive salary, discussed individually based on experience.
• Opportunities for professional growth within the VIP department.