VIP Account Specialist, German Speaking

• Manage and develop a portfolio of VIP players through personalized communication
• Communicate with players via phone, email, WhatsApp, Telegram, and other approved channels
• Monitor player activity, deposits, engagement, and wagering to identify retention and growth opportunities
• Reactivate inactive players using approved retention and win-back strategies
• Create personalized offers, bonuses, cashback, free spins, and other rewards within approved budgets
• Manage daily VIP workflows and respond to player requests
• Improve player engagement, retention, and lifetime value through tailored campaigns and individual initiatives
• Track GGR, deposits, ARPPU, churn, and conversion metrics and translate insights into account strategies
• Maintain accurate player profiles, communication history, and activity notes in the CRM
• Collaborate with Team Leads, Support, Payments, Risk, and Fraud teams to resolve player issues
• Identify and escalate Responsible Gambling, AML, KYC, fraud, and other compliance concerns
• Meet individual KPIs and contribute to VIP team performance

• At least 1 year of experience in VIP Account Management, iGaming Retention, high-touch Sales, or a similar customer-facing role
• Experience in online iGaming or another digital business where customer retention, revenue growth, and customer lifetime value are important
• Understanding of GGR, ARPPU, deposit activity, churn, conversion, and player value metrics
• Excellent communication and relationship-building skills across calls, messengers, email, and live chat
• German — Upper-Intermediate (B2) or higher, with confident written and spoken communication
• English — Upper-Intermediate (B2) or higher, for internal communication and collaboration
• Strong customer orientation with a commercial mindset and focus on measurable results
• Ability to manage multiple player accounts while maintaining personalized, high-quality communication
• Analytical, proactive, and target-oriented approach
• Ability to remain calm, organized, and effective in a fast-paced environment
• Willingness to learn new platforms, CRM systems, and internal tools quickly

• Freedom to choose where to work: work from anywhere in the world with the freedom of remote options.
• Flexible working hours
• Corporate English speaking club with regular practice and expert guidance
• Friendly corporate culture
• Career advancement opportunities