Personal VIP Manager (Evening Schedule)

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Personal VIP Manager (Evening Schedule) based in Spain.** Join a dynamic international technology environment specializing in digital products and B2B services within the iGaming industry. As a Personal VIP Manager, you will build and maintain strong relationships with high-value customers, helping them stay engaged and enjoy a personalized experience across digital platforms. You will monitor customer activity, identify opportunities to reconnect with inactive users, and deliver tailored support that strengthens long-term loyalty. Through proactive communication across email, messaging platforms, and phone calls, you will address customer needs and promote relevant platform features. Working in a collaborative, fast-paced team, you will have the opportunity to develop your customer relationship management skills and contribute directly to user engagement and retention. This fully remote position offers a stable evening schedule, professional development opportunities, and a supportive culture that values initiative, flexibility, and continuous learning. ### Accountabilities: - Monitor and manage a portfolio of VIP customers, maintaining strong relationships and ensuring consistent, personalized communication. - Develop and implement engagement strategies to maintain customer activity, strengthen loyalty, and encourage continued participation across digital platforms. - Identify inactive or disengaged customers and proactively initiate contact to re-engage them and encourage their return. - Analyze customer behavior, preferences, and activity patterns to identify opportunities for tailored support and improved customer experiences. - Provide personalized assistance by understanding individual customer needs, responding to inquiries, and recommending relevant platform features and services. - Manage incoming and outgoing communications through multiple channels, including email, messaging applications, and telephone calls. - Communicate the benefits and features of the platforms in an engaging, customer-focused manner while building trust and maintaining professional relationships. - Handle customer objections, concerns, and challenging situations with empathy, professionalism, and a solutions-oriented approach. - Maintain accurate customer records and update relevant information in internal systems to support effective relationship management. - Organize daily tasks and manage time effectively to meet established deadlines, service expectations, and engagement objectives. - Collaborate with colleagues across the VIP and Sales teams to share insights, improve workflows, and contribute to overall customer retention goals. - Continuously develop product knowledge and become proficient in the tools and systems used to manage VIP customer relationships. ## Requirements: - Previous professional experience in the iGaming or online gambling industry, with an understanding of customer engagement and retention practices. - Fluent English proficiency, both written and spoken, with the ability to communicate confidently and professionally with customers. - Strong communication skills, including experience handling telephone conversations, email correspondence, and messaging-based customer interactions. - Proven ability to build rapport with customers, communicate platform benefits persuasively, and maintain positive long-term relationships. - Experience handling objections, resolving customer concerns, and adapting communication approaches to different customer personalities and situations. - Strong customer orientation, with the ability to understand individual preferences and deliver personalized, high-quality support. - Excellent time management and organizational skills, with the ability to prioritize tasks, manage a customer portfolio, and meet established deadlines. - Empathy, emotional intelligence, and resilience when dealing with demanding customers or complex situations. - A proactive mindset, willingness to learn new tools and systems, and motivation to continuously improve professional skills. - Ability to work independently while collaborating effectively with a team in a fast-paced, international environment. - Availability to work a fixed evening schedule from **18:00 to 02:00 Kyiv time, Monday to Friday**, consisting of seven working hours and a one-hour break, with no rotating shifts. - Familiarity with Microsoft Excel or similar spreadsheet tools is an advantage. - Previous experience using the SoftSwiss administration platform is desirable but not essential. ## Benefits: - Fully remote working arrangement, with the option to work from a comfortable and secure location or from company hubs in Kyiv and Warsaw. - Stable Monday-to-Friday evening schedule, with no rotating shifts. - 20 working days of paid time off annually, in addition to public holidays and sick leave. - Medical insurance with access to leading healthcare providers. - Coverage for psychological support through the Pleso platform. - Monthly flexible benefits allowance to spend on personal interests, hobbies, sports, and other eligible activities. - Individual learning and development budget tailored to professional goals and interests. - Access to corporate English lessons, workshops, training sessions, and an online learning library. - Structured career development opportunities, including performance reviews, mentoring programs, and professional growth plans. - Collaborative team culture with team-building activities, corporate events, and workshops. - Opportunities to contribute ideas, take ownership of responsibilities, and develop new skills in a supportive environment. - Modern technology and automation that reduce routine work and create more opportunities for professional development. - An open, proactive workplace culture that values initiative, transparent communication, teamwork, and continuous improvement. - Commitment to responsible market operations, with no clients using the company's products or services in Ukraine or in Russia and other Russian-speaking markets.