VIP Account Manager / VIP Host

CR8-CONNECT is a dynamic and growth-oriented company specialising in customer support, risk management, AML & fraud prevention, marketing and sales, and VIP services. With a dedicated global team, we deliver tailored strategies and seamless experiences that help clients scale, succeed, and stay ahead.As part of our continued expansion, we are looking for a VIP Account Manager / VIP Host to join our Customer Engagement team and help us elevate the experience of our most valued players.The VIP Account Manager plays a key role in building strong, long-term relationships with high-value customers, ensuring they receive a personalised and premium level of service. As the primary point of contact for VIP players, you will proactively engage with them across multiple channels, provide tailored offers and exclusive promotions, and ensure that every touchpoint reflects exceptional care, professionalism, and understanding of their preferences.As a member of our growing VIP department, you will support loyalty, retention, and sustained player value through strategic engagement, close collaboration with internal teams, and a deep understanding of player behaviour.Key ResponsibilitiesVIP Relationship ManagementBuild and maintain strong relationships with VIP players across various communication channels (email, phone, chat, messengers, social media)Serve as a trusted host to provide a personalized and seamless experience for high-value clientsDemonstrate in-depth knowledge of sports betting and casino games to engage players in authentic, informed conversations and provide tailored supportPlayer Retention & LoyaltyMonitor VIP player activity and proactively engage to encourage continued activity and mitigate churnDeliver tailored offers, rewards, and incentives based on player behavior and preferencesPerformance Monitoring & ReportingTrack and analyze player performance, lifetime value, and profitabilityMaintain detailed records of interactions, feedback, and preferencesCross-Functional CollaborationWork closely with marketing, customer support, compliance, and product teams to ensure effective VIP managementCoordinate participation, eligibility and rewards granting from exclusive events, tournaments, and experiences (both online and offline)Onboarding & Upgrading PlayersIdentify emerging high-value players and facilitate their transition into the VIP program or leveling up within itAssist with the onboarding of new VIPs, setting expectations for premium service and rewardsCompliance & Responsible GamingEnsure all VIP interactions are compliant with regulatory standards and company policiesPromote responsible gaming practices and escalate concerns when necessaryRequirements2-5 years of experience in VIP account management, or customer-facing roles in the iGaming, hospitality, or luxury services industriesStrong communication and interpersonal skills with a proactive, empathetic, and confident approachAbility to work flexible hours, including evenings and weekends, to accommodate different time zones and player needsStrong sales mindset with a focus on player value, retention, and monetizationExcellent upselling and cross-selling skillsSolid working knowledge of Excel, including the ability to analyze dataFluency in English. Any additional language shall be considered a significant advantageStrong soft skills with ability to build genuine trust-based relationshipsPreferred QualificationsExperience working with CRM systems and reporting toolsKnowledge of industry regulations and responsible gaming protocolsPassion for gaming, entertainment, and sportsDeep understanding of player psychology, loyalty dynamics, and entertainment valueBenefitsFull-time, stable employment with a competitive salary packageSupportive leadership, inclusive, and collaborative culture — we value open communication and teamworkComfortable office amenities in Niš (coffee, snacks, relaxation areas)Opportunities for career growth within a rapidly expanding international companyContinuous learning and professional development (training, mentoring, and workshops)Paid time offPrivate health insurancePerformance Bonus