# VIP Account Specialist

> Stay Group · Iwo, Nigeria (Remote) · Full-time · Posted 2026-09-01

**Salary:** USD 200–300

**Workplace:** remote

**Department:** VIP Department

## Description

We are looking for a **VIP Specialist** to join our Retention team and take ownership of an assigned portfolio of high-value players.

You will build strong, long-term relationships with VIP players, understand their behavior and preferences, and use a data-driven and personalized approach to increase **retention, engagement and player lifetime value**.

## Requirements

-   **1+ year of experience** in VIP Account Management, Retention, high-touch Sales or a similar role.
-   Proven experience in **online iGaming sales, retention or comparable digital/subscription products**, with a focus on revenue retention and customer lifetime value.
-   Strong understanding of key performance metrics such as **GGR, ARPPU, deposit activity, churn and conversion**, with the ability to translate them into concrete account actions.
-   Strong communication and relationship-building skills across **phone, live chat, messengers, email and SMS**.
-   Customer-oriented mindset combined with a strong commercial focus.
-   Ability to manage multiple players and priorities while maintaining a high level of personalization.
-   Data-driven and target-oriented approach.
-   Ability to stay calm and effective in a fast-paced and competitive environment.
-   Good understanding of digital products and the ability to quickly learn new platforms and tools.
-   **Upper-Intermediate English or higher** — confident written and spoken communication.

### Nice to have

-   Direct experience in **online iGaming**, especially hands-on experience with the **SoftSwiss platform**.
-   Experience working with VIP players in a shift-based operation.
-   Understanding of VIP mechanics, including **cashback, tier progression, bonus strategy and retention frameworks**.
-   Experience working with CRM and player segmentation tools.
-   Experience working with multiple GEOs and different player profiles.

### Responsibilities

-   Manage and develop an assigned portfolio of VIP players.
-   Build long-term relationships through personalized communication across calls, email, WhatsApp, Telegram and other approved channels.
-   Monitor player activity and identify opportunities to increase deposits, wagering, engagement and retention.
-   Proactively reactivate inactive players using approved retention and win-back strategies.
-   Develop and deliver personalized offers based on player behavior, value and preferences.
-   Manage daily VIP workflows and ensure all player requests are handled efficiently.
-   Issue bonuses, cashback, free spins and other rewards in line with company guidelines and approved budgets.
-   Suggest personalized gifts, campaigns and engagement ideas for high-value players.
-   Track key player metrics and translate insights into practical account management actions.
-   Maintain accurate player notes, communication history and activity data in CRM.
-   Collaborate with Team Leads and cross-functional teams to deliver a seamless VIP experience.
-   Respond promptly to requests from Support, Risk, Fraud, Payments and other internal teams.
-   Identify and escalate Responsible Gambling, AML, KYC, fraud and other compliance-related concerns when required.
-   Meet individual performance targets and contribute to the overall performance of the VIP team.

## Benefits

-   Freedom to choose where to work: work from anywhere in the world with the freedom of remote options.
-   Flexibility: enjoy flexible working hours that let you balance your personal and professional life while staying focused on delivering great results.
-   Corporate English speaking club: improve your English proficiency with regular practice and expert guidance.
-   A Culture That Cares: thrive in a friendly environment where a strong corporate culture builds connections, drives innovation, and makes you feel truly valued.
-   Accelerate Your Growth: seize career advancement opportunities in a rapidly expanding marketing company. As the company scales, so will your professional journey.

## Apply

[Apply at Stay Group](https://apply.workable.com/stay-group/j/AA59B475FF/apply)

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