VIP Account Specialist - German Speaking
Stay Group is an iGaming company developing and operating online casino brands for international markets. We focus on building engaging player experiences, developing our products, and growing long-term relationships with our audiences.
We are looking for a German-speaking VIP Account Manager who will build strong relationships with high-value players, deliver personalized experiences, and contribute to player retention and revenue growth.
Responsibilities
- Manage and develop a portfolio of VIP players, building long-term relationships through personalized communication.
- Communicate with players via phone, email, WhatsApp, Telegram, and other approved channels.
- Monitor player activity, deposit behavior, engagement, and wagering to identify opportunities for retention and growth.
- Proactively reactivate inactive players using approved retention and win-back strategies.
- Create personalized offers, bonuses, cashback, free spins, and other rewards based on player value and preferences, within approved budgets.
- Manage daily VIP workflows, respond to player requests, and ensure a high level of service and personalization.
- Identify opportunities to improve player engagement, retention, and lifetime value through tailored campaigns, gifts, and individual initiatives.
- Track key metrics such as GGR, deposits, ARPPU, churn, and conversion, translating insights into actionable account management strategies.
- Maintain accurate player profiles, communication history, and activity notes in the CRM.
- Collaborate with Team Leads and cross-functional teams, including Support, Payments, Risk, and Fraud, to resolve player issues efficiently.
- Identify and escalate Responsible Gambling, AML, KYC, fraud, and other compliance-related concerns in line with company procedures.
- Meet individual KPIs and contribute to the overall performance of the VIP team.
Requirements
- 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 key performance metrics such as GGR, ARPPU, deposit activity, churn, conversion, and player value.
- Excellent communication and relationship-building skills, with confidence communicating through 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 combined 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 to daily work.
- Ability to remain calm, organized, and effective in a fast-paced environment.
- Willingness to learn new platforms, CRM systems, and internal tools quickly.
Benefits
Freedom to choose where to work: work from anywhere in the world with the freedom of remote options.
Flexibility: enjoy flexible working hours that let you balance your personal and professional life while staying focused on delivering great results.
Corporate English speaking club: improve your English proficiency with regular practice and expert guidance.
A Culture That Cares: thrive in a friendly environment where a strong corporate culture builds connections, drives innovation, and makes you feel truly valued.
Accelerate Your Growth: seize career advancement opportunities in a rapidly expanding marketing company. As the company scales, so will your professional journey.
1+ year VIP account management, iGaming retention, or high-touch sales experience; understanding of key metrics like GGR, ARPPU, churn; German B2+ and English B2+; strong communication and analytical skills.
Key Responsibilities
- managing VIP players
- communicating with players
- monitoring player activity
Skills & Tools
CRM
Job Details
- Category: Customer Service
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — Ukraine
- Languages: German, English
About Stay Group
An iGaming company developing and operating online casino brands for international markets. — Industry: Information Technology