VIP Customer Service Manager

• Support the team members to foster strong relationships with high-value players.
• Develop personalized retention strategies based on data insights for various markets we operate in.
• Manage the VIP segment, including the lifecycle, monitoring player activity, and creating tailored experiences and offers that drive loyalty and engagement.

• Ensure prompt, top-tier support is provided to all customers, with priority service for VIPs.
• Act as an escalation point for critical player concerns.
• Work across teams to resolve issues with efficiency and professionalism.
• Continuously monitor industry trends and competitor activity to propose new ideas and improvements for the retention and loyalty strategy.

• Monitor VIP player behavior, spending patterns, and engagement trends.
• Collaborate with the CRM team to refine loyalty programs and campaigns.
• Contribute to the development and improvement of retention programs, including player segmentation, reward structures, communication strategies, and engagement flows.
• Use analytics to track and report on customer lifetime value (CLV) and retention success.

• Organize VIP events, personalized experiences, and exclusive community interactions.
• Ensure consistent and impactful communication with VIP players.
• Advocate for player needs by working closely with product and marketing teams.

• Optimize customer support workflows to enhance efficiency and satisfaction.
• Train and guide customer service teams on VIP engagement best practices.
• Continuously refine policies to elevate the overall player experience.

• Proven experience in retention, or VIP player management; iGaming or online entertainment industry background is a strong advantage.
• Deep understanding of customer segmentation, loyalty programs, and player lifecycle management.
• Exceptional team player with a collaborative mindset and the ability to work seamlessly across departments to achieve shared goals.
• Analytical skills with experience in compiling and interpreting data reports (Excel, BI dashboards, etc.).
• Strong communication skills, with the ability to collaborate cross-functionally and influence key stakeholders.
• Experience planning and executing multi-channel campaigns (e.g. SMS, Web Push, InApp).
• Proactive, strategic thinker with a hands-on attitude and attention to detail.
• Ability to train and mentor others, especially around VIP handling and retention practices.
• Comfortable working in a fast-paced, dynamic environment with evolving priorities.
• Solid understanding of marketing compliance and responsible gaming principles.
• Flexibility with working hours when needed to accommodate high-value player needs or campaign deadlines.

Salary: Attractive

Location: Accra