VIP Manager
Description
As a VIP Manager, you’ll be responsible for delivering a best-in-class, “white-glove” experience to our most valuable players. You’ll collaborate cross-functionally with CRM, Marketing, and Payments teams to ensure seamless service, while leveraging player insights to maximize engagement, retention, and lifetime value (LTV).
Responsibilities
- Build and maintain strong, long-term relationships with high-value players to maximize retention and LTV.
- Serve as the primary point of contact for VIP accounts, managing day-to-day communication and resolving issues swiftly and professionally.
- Execute targeted retention and reactivation campaigns to reduce churn and increase engagement.
- Analyze player activity, tracking key metrics such as handle, GGR, and frequency to optimize reinvestment strategies.
- Collaborate with CRM, Marketing, and Payments teams to deliver tailored bonuses, gifts, and exclusive experiences.
- Ensure all VIP interactions comply with Responsible Gaming standards and NJDGE regulations.
- Act as an escalation point for VIP concerns, applying strong de-escalation and problem-solving skills.
- Stay informed on competitor VIP programs and industry trends to continuously enhance offerings.
Requirements
- 2+ years of experience in VIP Management or Senior Account Management within iGaming or sports betting. (required)
- Strong understanding of the New Jersey iGaming market and regulatory landscape (NJDGE). (required)
- Proven ability to analyze player data and drive retention and revenue strategies. (required)
- Excellent interpersonal and communication skills, with experience managing high-profile clients. (required)
- Experience with CRM platforms (e.g., Salesforce, Optimove) and strong Excel proficiency. (required)
- Ability to work onsite in Fort Lee, NJ, with flexibility for evenings, weekends, and peak sporting events. (required)
- Background in luxury hospitality, customer relationship management, or similar client-facing roles is a plus. (nice-to-have)
Benefits
- Discretionary, performance based bonuses
- Comprehensive medical, dental, and vision + 401(k)
- Generous PTO policy
- Partially subsidized in-office breakfasts and lunches, plus team celebrations and events
- High-performance, collaborative, and growth-oriented environment
- Real opportunities for career development and increased responsibility as the U.S. business scales
About Soft2Bet
Soft2Bet is a leading iGaming turnkey solutions provider that delivers high-quality products and services for online gambling operators. The company is known for its Motivational Engineering Gaming Application (MEGA), proven to enhance retention and engagement. Soft2Bet has deployed numerous successful iGaming brands and holds more than 16 global licences.