We are looking for a customer-focused and commercially minded VIP Manager to join our VIP team. The successful candidate will be responsible for managing a dedicated portfolio of VIP users, building long-term relationships, driving retention and reactivation, and ensuring a high level of personalized service within established company policies and responsible gaming standards.

Key Responsibilities

• Manage a dedicated portfolio of VIP users and maintain a strong understanding of their activity, preferences, communication history, and current needs.
• Build and maintain long-term relationships through personalized and relevant communication across approved channels.
• Monitor user activity and identify retention risks, reactivation opportunities, and opportunities to develop portfolio value.
• Plan and execute retention and reactivation activities, track results, and adjust follow-up actions accordingly.
• Provide personalized offers and VIP benefits within approved bonus policies, limits, and authorization levels.
• Handle VIP requests and coordinate their resolution with relevant internal teams, including Support, Payments, Risk, Compliance, and other departments.
• Manage VIP cases from initial request through resolution, ensuring users receive timely updates and clear communication.
• Participate in the VIP support rotation and handle incoming VIP requests as part of the team’s 24/7 coverage.
• Maintain accurate and up-to-date CRM records, including communication history, agreements, case statuses, risks, deadlines, and next steps.
• Ensure smooth handover of open cases between shifts without loss of context or unnecessary repetition for the user.
• Monitor portfolio performance using key metrics such as activity, deposits, NGR, retention, repeat deposits, and reactivation.
• Maintain commercial discipline by tracking the cost and effectiveness of bonuses, gifts, and other personalized offers.
• Follow all applicable requirements related to confidentiality, KYC/AML, Responsible Gaming, data protection, and internal access policies.
• Escalate technical, payment, Risk, KYC/AML, Compliance, and Responsible Gaming matters to the appropriate teams and coordinate communication until resolution.

Requirements

• 2+ years of experience in account management, VIP/premium customer service, retention, sales, banking, or another role involving direct responsibility for a customer portfolio.
• Proven experience managing customer relationships and working with retention, activity, revenue, or service-quality metrics.
• Experience handling complex customer requests and coordinating solutions across multiple internal teams.
• Strong relationship-building, written, and verbal communication skills.
• Ability to prioritize a customer portfolio based on value, activity, and retention risk.
• Strong understanding of customer data and performance indicators, including activity, deposits, revenue/NGR, offers, and communication history.
• Experience with retention and reactivation activities and measuring their effectiveness.
• Strong CRM discipline, including accurate documentation of interactions, agreements, statuses, deadlines, and next steps.
• Ability to manage expectations professionally and communicate effectively in sensitive or challenging situations.
• Understanding of confidentiality, KYC/AML, Responsible Gaming, and working within a regulated environment.
• Availability to work a shift schedule as part of a team providing 24/7 coverage.
• Fluent/native Azerbaijani, C1 Russian, and English from B1 level.

Preferred Qualifications

• Previous experience in iGaming, betting, casino, or fintech.
• Experience working with VIP, premium, or high-value customers.
• Background in private banking, hospitality, luxury retail, travel, or premium customer service.
• Experience working in a regulated industry and collaborating with Risk and

Compliance teams.

• Good knowledge of Microsoft Excel or Google Sheets and experience with customer or portfolio reporting.
• B2 or higher level of English.

What We Offer

• Competitive salary.
• Professional development opportunities.
• Opportunity to build expertise in VIP management within a regulated iGaming environment.
• Friendly and dynamic work environment.
• Full-time position based in Baku.

Interested candidates can apply by filling out the form in the Apply for job button.