We are currently looking for an experienced VIP Manager to join the team in New Jersey and take ownership of relationships with high-value players, delivering an outstanding customer experience while driving long-term engagement and retention.
This is an opportunity to work directly with high-value players, delivering a premium customer experience while contributing to player retention, engagement, and long-term commercial success.
Key responsibilities:
- Cultivate, manage, and deepen rapport with high-value players, ensuring their experience is both seamless and memorable.
- Offer support and assistance throughout the player lifecycle, acting as a trusted advisor from onboarding to ongoing retention.
- Design and execute creative strategies to enhance retention and engagement, driving sustained activity and growth.
- Examine player activity and behaviors, providing actionable insights to strengthen reinvestment and optimize campaign outcomes.
- Partner with CRM, marketing, payments, and relevant internal teams to deliver tailor-made offers, exclusive rewards, and VIP-only events.
- Resolve escalated or complex player cases with a calm, customer-centric approach, always safeguarding the brand’s reputation.
- Stay current with responsible gaming practices and meet all local regulatory standards, particularly those specific to New Jersey.
- Track industry movements and competitor activity, identifying opportunities to improve the VIP proposition.
Requirements:
- Demonstrable background in a VIP, Account Management, Player Relations, or similar high-touch role within iGaming.
- Familiarity with the U.S. regulated online gaming market, and strong preference for those with New Jersey compliance exposure.
- Commercially focused, skilled at translating player data into impactful retention strategies.
- Outstanding communicator with the ability to build and sustain influential relationships.
- Proficient with CRM systems and confident using Excel to analyze and report on player data.
- Available to work onsite in Fort Lee, New Jersey, accommodating a flexible schedule that includes evenings, weekends, and key sporting seasons.
- Experience in premium hospitality or luxury service environments is an asset.
What’s in it for you:
- Attractive salary package with performance-driven bonuses
- Comprehensive healthcare coverage (medical, dental, vision)
- Ample paid leave
- Office perks including subsidized meals and team gatherings
- A collaborative culture that values your impact and supports your professional growth.