Senior VIP Account Manager

About the role

The Senior VIP Account Manager owns the full relationship management and commercial performance of a high‑value player portfolio in the iGaming sector. The role leads a Junior Account Manager, represents the brand at VIP events, and translates player data into forecasts and actionable strategies.

Key responsibilities

• Own end‑to‑end commercial performance (NGR, retention, reactivation, forecast achievement) of an assigned VIP player portfolio.
• Lead and mentor a Junior VIP Account Manager, reviewing their portfolio and development.
• Apply a sales‑driven retention approach, proactively pursuing reactivation and upsell opportunities.
• Manage daily player communication via CRM and email, ensuring timely engagement.
• Use analytics and CRM data to identify behavior patterns, forecast performance, and inform retention actions.
• Build and maintain forecast and achievement tracking using Power BI and Excel.
• Identify early signs of declining engagement and act ahead of churn.
• Plan and execute tiered hospitality actions, gifts, and experiences for top‑tier players.
• Escalate and manage critical or high‑risk cases, coordinating with the Head of VIP as needed.

Required profile

• Fluency in Spanish and English (Portuguese a plus).
• Minimum 2 years iGaming experience and 5 years total professional experience.
• Proven sales/retention‑driven account management with a track record of achieving targets.
• Strong written and verbal communication skills for daily player outreach.
• University degree in Sales, Finance, or Advertising preferred; candidates with 6+ years experience considered without a degree.

Required skills

• Experience with CRM platforms such as Optimove, Salesforce or Smartico.
• Proficiency in Power BI and advanced Excel for reporting and forecasting.
• Ability to work with analytics/data tools to read player behavior and performance trends.

What we offer

• Enrollment in the company payroll from day one with all legally mandated benefits.
• Food allowance of S/ 300 per month.
• 100 % EPS health‑insurance coverage.
• Opportunities for professional growth through a defined career path and continuous learning initiatives.
• A collaborative work environment that recognises and develops employee skills.