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Jobs / Lottomatica Group / VIP Specialist
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Posted 2026-05-06

VIP Specialist

Description

We are the Lottomatica Group, the leading company in the regulated gaming sector in Italy and one of the largest European operators across all areas of activity: sports betting, online gaming, and amusement machines. We offer our customers safe, high-quality gaming experiences across all channels, placing responsibility and sustainability at the heart of our business. Being part of Lottomatica is much more than working for a company: it means contributing to a large and responsible entrepreneurial project. We are looking for a VIP Specialist to join our Digital & Betting Department, managing a client portfolio and providing top-tier service to the company’s most valued players, ensuring growth in their lifetime value.

Responsibilities
  • Manage the VIP customer base to strengthen customer relationships and ensure the highest share of wallet percentage
  • Act as the first point of contact for VIP customers through dedicated inbound and outbound channels (chat, phone, email)
  • Establish and develop a direct relationship with VIP customers through one-to-one channels
  • Activate ad-hoc campaigns tailored to the gaming habits of VIP customers
  • Monitor relevant KPIs on a daily, monthly, and weekly basis
  • Prepare specific analyses and presentations for weekly update meetings
  • Define offline caring activities (invitations to events, sending gadgets) and build VIP customer loyalty by participating in dedicated events with them
  • Organize the flow of promotional communications (inbox, dem, SMS), in line with the VIP Supervisor's directives
  • Identify and report cases of problem gambling, implementing Responsible Gaming protection procedures
  • Analyze the market and trends and conduct regular benchmarking activities
  • Be familiar with the various gaming verticals and be able to offer customer support on all products available on the site
  • Collaborate with the managers of the various product areas through meetings and reports, in order to coordinate activities and optimize results
  • Manage outbound campaigns for specific communications and track their results
  • Communicate with customers in a professional and helpful manner, reflecting the guidelines.
Requirements
  • Minimum 2 years of experience in the role
  • Excellent knowledge of Customer Service management, particularly with VIP clients
  • Full proficiency in MS Office Suite
  • Outstanding communication skills
  • Strong problem-solving abilities
  • Goal-oriented mindset
  • Excellent team-working attitude
  • Experience in the gaming industry (plus)
Benefits
  • Contract commensurate with experience and hybrid job opportunities
  • Company laptop and mobile phone
  • Meal vouchers and performance bonus
  • Corporate welfare program, supplementary health insurance, nursery bonus
  • Ongoing training on both hard and soft skills
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