VIP Customer Relations Specialist /VIP Account manager

Build exceptional relationships with our most valued players.
Our client is a licensed online gaming brand focused on delivering a premium, secure and personalized entertainment experience. As our player base continues to grow, we are looking for a VIP Customer Relations Specialist/ VIP Account manager to join our team and help us develop long-term relationships with our most valued customers.
In this role, you will be responsible for managing a portfolio of VIP players, understanding their preferences and activity, providing personalized service, and working closely with CRM, Casino, Sports, Payments and Customer Support teams to deliver an outstanding VIP experience.

Your Responsibilities

• Build and maintain strong, long-term relationships with VIP players through personalized communication and high-quality service.
• Manage a portfolio of VIP customers and act as their dedicated point of contact.
• Understand individual player preferences, activity and needs to provide a tailored VIP experience.
• Monitor and analyze VIP player activity, engagement, retention and value.
• Identify changes in player behavior and opportunities to improve engagement and retention.
• Develop and coordinate personalized promotions, bonuses, campaigns and VIP initiatives in line with internal policies.
• Proactively engage VIP customers through appropriate communication channels.
• Handle VIP requests, complaints and escalations professionally and efficiently.
• Coordinate with CRM, Casino, Sports, Payments & Verification, Risk & Fraud and Customer Support teams to ensure a seamless customer experience.
• Ensure VIP withdrawals, verification cases and other operational requests are followed up and resolved efficiently with the relevant teams.
• Collect player feedback and use it to help improve our VIP proposition, promotions and overall customer experience.
• Prepare regular reports and analysis covering VIP activity, retention, engagement and performance.
• Contribute ideas for developing the casino VIP program, loyalty initiatives and premium customer experience.
• Maintain strict confidentiality and handle customer information in accordance with company procedures and regulatory requirements.
• Promote responsible gaming and follow all applicable internal policies when communicating with VIP customers.

What We’re Looking For

• Previous experience in VIP management, account management, customer relations, CRM or premium customer service.
• Experience in online casino, sports betting or iGaming is a strong advantage.
• Strong customer relationship and communication skills.
• Commercial mindset with the ability to understand customer value, retention and engagement.
• Good analytical skills and confidence working with customer data, reports and KPIs.
• Experience working with CRM or customer management platforms is an advantage.
• Ability to provide highly personalized service while maintaining professional boundaries and confidentiality.
• Strong problem-solving skills and ability to handle sensitive or complex customer situations.
• Excellent command of Bulgarian and good command of English, both written and spoken.
• Excellent organizational skills and attention to detail.
• Proactive, responsible and results-oriented approach.
• Ability to manage multiple VIP relationships in a dynamic environment.

What We Offer

• A key customer-facing role within a growing Bulgarian online gaming brand.
• Opportunity to actively contribute to the development of the casino VIP program.
• Competitive remuneration package.
• Performance-based incentives.
• Additional health insurance.
• Food vouchers.
• Sports card.
• Professional training and development opportunities.
• Career development within VIP, CRM and Online Operations.
• Modern working environment and supportive team.
• Full-time position based in Sofia.

If you are passionate about building strong customer relationships, understand what makes a premium customer experience exceptional and want to develop your career in the iGaming industry, we would love to hear from you.
Apply now and become part of the team.


Фирма "Хюман Мениджмънт"АД притежава Удостоверение № 3974/08.08.2025г. за извършване на посредническа дейност по наемане и подбор на персонал.