VIP Account Manager (Malta, Estonia or Remote)
Our client, an innovative and fast-growing company operating within the iGaming and online entertainment space, is currently looking to hire a VIP Account Manager to join their team. This is an exciting opportunity to join a highly customer-centric business focused on delivering premium user experiences through data-driven personalization and strong customer engagement strategies. The position can be based in Malta (Sliema) or Tallinn, with remote options available in selected locations.
About the Role
As a VIP Account Manager, you will take ownership of a portfolio of high-value customers, delivering a premium and highly personalised service experience while driving engagement, retention and revenue growth. This position combines relationship management, commercial awareness and strategic thinking, making it ideal for someone who thrives in a fast-paced and performance-driven environment. Key Responsibilities:
- Build and maintain strong relationships with VIP customers through personalised communication and exceptional service
- Manage VIP interactions across multiple channels including phone, email, live chat and private communication channels
- Take full ownership of your customer portfolio with a focus on retention, customer lifetime value and commercial performance
- Collaborate closely with CRM and internal teams to execute campaigns, loyalty initiatives and targeted customer engagement activities
- Monitor customer behaviour and performance metrics, using data and insights to proactively identify growth opportunities
- Organise and host VIP events, both online and in person, to strengthen customer engagement and loyalty
- Handle escalations and customer-related matters including account concerns, responsible gaming and bonus queries
- Maintain detailed customer profiles to deliver a highly personalised customer experience
- Stay informed on market trends and competitor activity to continuously improve the VIP offering
Requirements:
- Previous experience managing VIP customers within the iGaming industry
- Strong understanding of online casino, sportsbook and crypto gaming products
- Proven commercial mindset with experience driving customer value and portfolio performance
- Experience handling high-value customer relationships in a customer-focused environment
- Excellent English communication skills, both written and verbal
- Strong analytical mindset with excellent attention to detail and problem-solving abilities
- Previous experience planning and hosting VIP events would be highly advantageous
- Self-driven, proactive and comfortable managing priorities independently
Additional Information:
- Full-time position
- Flexible working model (office / hybrid / remote depending on location)
- Initial onboarding will take place during daytime hours
- Evening and weekend flexibility may occasionally be required for VIP support and events