We’ve been turning job searches into exciting new beginnings for 18 years! With offices in Bulgaria and Serbia, we connect top talent with leading Bulgarian and international companies. We believe in helping people grow into their best selves, and our ever-growing network of happy candidates and clients is what drives us forward. Let’s shape the future together!

For one of our clients – a premier technology partner to the gambling industry, backed by more than 25 years of unrivaled international know-how, we are on a lookout for a Gaming VIP Manager (Hybrid).

Essential Duties and Responsibilities:

• Serve as the primary point of contact for VIP customers, delivering exceptional support

across phone, email, chat, and messaging platforms with a personalized and proactive approach;

• Build long-term, trust-based relationships with high-value customers by understanding their

preferences, behaviors, and needs, ensuring a premium and seamless experience;

• Design and execute tailored engagement and retention strategies using customer data and

insights to increase loyalty, activity, and lifetime value;

• Coordinate exclusive VIP offers, personalized rewards, and bespoke experiences that

enhance customer satisfaction and strengthen brand loyalty;

• Monitor VIP activity, including gameplay, transactions, and account status, taking timely

action to maximize engagement while ensuring responsible play;

• Track key VIP performance indicators such as retention, revenue contribution, and

engagement, preparing regular reports and insights for internal stakeholders;

• Collaborate closely with Marketing, CRM, Product, Risk, and Compliance teams to ensure

consistent, compliant, and high-quality VIP service delivery.

Requirements:

• At least 2 years of experience in VIP management, account management, CRM, or a similar

customer-focused role, ideally within online gaming or a related industry;

• Proven ability to build and maintain strong relationships with high-value customers through

excellent communication, empathy, and service orientation;

• Strong analytical mindset with experience tracking KPIs and translating data into actionable

insights and performance reports;

• Hands-on experience with CRM platforms and customer segmentation tools such as

Salesforce, Optimove, or similar systems;

• Solid understanding of Responsible Gambling, AML, and data protection regulations, with a

strong commitment to compliance and ethical standards;

• Confidence working with omnichannel communication tools including email, live chat,

SMS, WhatsApp, and social platforms;

• Fluency in English is required; additional languages are a strong advantage, along with

experience using Excel, Power BI, or Tableau for data analysis.

Our client offers:

• Competitive benefits package including food allowance, health insurance, and discounted

Multisport card from day one;

• Additional bonuses such as baby bonus, newlywed bonus, refer-a-friend incentives, and

access to EAP support;

• Corporate taxi scheme for late shifts, plus regular company social events and continuous

training programs;

• After 6 months: supplemental dental plan, life insurance, monthly utilities allowance, and

annual wellness budget;

• Five extra vacation days per year (available after the first 20 days and non-transferable);
• After 12 months: annual performance bonus of up to one full monthly salary;
• A supportive work environment with opportunities for growth, creativity, and professional development;
• Standard working hours, with the option for a hybrid work model after the third month.

If you feel excited and confident that you’re the perfect fit, we encourage you to take the next step. Kindly share your detailed resume in English when you get a chance. (and don’t forget to include the reference number NC_).

Rest assured that we will reach out promptly to the candidates whose profiles closely match our requirements. Your privacy is of utmost importance to us, and all your information is safeguarded in compliance with the regulations of the Commission for the Protection of Personal Data (Астреа Рикрутмънт ЕООД, license No 1809).