We are helping our partner – a fast growing igaming company – on a new VIP Manager role.
In this role you will manage and develop relationships with high-value players across both casino and sportsbook products, focusing on the Finnish market. Your mission will be to increase engagement, strengthen retention, and maximise customer lifetime value.
You will deliver a highly personalised VIP experience, closely analyse customer behaviour, and implement targeted, revenue-driving initiatives. By collaborating with CRM, Campaign, Product, Customer Support, and Marketing teams, you will help create a seamless and tailored player journey across brands.
You will play a key role in balancing centralised revenue strategies with local market insights to ensure sustainable growth and exceptional customer experiences.
Requirements:
At least 3 years of experience in Key Account Management or VIP management, ideally within the online gaming or hospitality industry
Native or fluent proficiency in Finnish language, along with excellent written and spoken English
Experience working with Finnish customer segment is a strong advantage
Strong analytical and problem-solving skills with a detail-oriented, results-driven mindset
Outstanding communication and presentation skills, with the ability to collaborate effectively across cross-functional teams
Ability to multitask and prioritise in a fast-paced environment while maintaining professionalism
Resilient under pressure, able to handle stress effectively and make quick, confident decisions in challenging situations
Responsibilities:
Drive VIP growth strategies, aligned with business objectives, focusing on customer onboarding, retention, lifetime value, and selective acquisition
Own and optimise key performance indicators including Net Gaming Revenue (NGR), retention and churn rates, bonus efficiency, ROI, and VIP cohort growth
Act as the primary point of contact for high-value players, delivering personalised support and building long-term relationships to enhance loyalty and satisfaction
Monitor player activity to identify trends, risks, and revenue opportunities, implementing data-driven retention and reactivation initiatives such as tailored bonuses and exclusive campaigns
Collaborate with CRM, Campaign, Marketing, and Data teams to execute targeted engagement strategies and support VIP customer journeys across brands and markets
Analyse player behaviour and performance data using BI tools to identify growth opportunities, improve segmentation, and optimise VIP strategy effectiveness
Provide regular reporting and actionable insights to Revenue Operations and relevant stakeholders
Incorporate local market insights into VIP initiatives and act as a commercial link between central VIP Operations and Nordic teams
Resolve customer issues efficiently while collecting feedback to improve service quality and engagement
Promote responsible gaming practices and ensure all VIP communications and incentives comply with internal policies and regulatory requirements