VIP Manager
About Us:
Shuffle.com is rapidly becoming a leader in the cryptocurrency, sports, and gambling industry. As we continue to grow, we're looking to expand our VIP team, which is dedicated to building strong relationships with our most valued players and delivering an exceptional, personalised experience.
The Role:
As a VIP Manager, you'll be responsible for managing your own portfolio of VIP players, building relationships and ensuring VIP players receive the best possible experience on Shuffle.com.
This role will primarily be working Asia-Pacific business hours.
You'll be the primary point of contact for your players, providing personalised support, exclusive offers and proactive communication to keep them engaged and valued.
This is a relationship-driven role where you'll have the freedom to develop your own approach to VIP management, identify opportunities and go the extra mile for your players. Most communication will take place via Telegram, live chat and email.
What We're Looking For:
We're looking for someone who understands what makes a great VIP experience. You'll be personable, proactive and confident in building relationships with players from different backgrounds.
Ideally, you'll have previous experience in iGaming, VIP management, account management or a similar customer-facing role. More importantly, you'll have excellent communication skills, strong commercial awareness and a genuine interest in delivering personalised service.
We want someone who takes ownership of their players, thinks creatively and understands how to balance player satisfaction with the broader goals of the business.
Ideal Candidate:
Relationship-Focused: You're a natural at building rapport, maintaining relationships and making players feel valued.
Proactive & Self-Motivated: You don't wait for players to contact you. You're always looking for opportunities to improve their experience and strengthen relationships.
Commercially Minded: You understand the importance of player retention, loyalty and engagement, and can identify opportunities to improve performance.
Resilient & Quick-Thinking: You're comfortable handling difficult conversations, resolving issues and making decisions under pressure.
Organised & Detail-Oriented: You can manage multiple player relationships, keep track of important information and follow through on your commitments.
Key Responsibilities:
VIP Relationship Management: Manage your own portfolio of VIP players, building strong relationships and delivering a dedicated, personalised service.
Proactive Engagement: Regularly engage with your players through Telegram, live chat and email, identifying opportunities to improve satisfaction, loyalty and retention.
Personalised Offers: Work with the wider VIP team to develop tailored bonuses, promotions and rewards that recognise and engage your players.
VIP Development: Identify promising players with VIP potential and help nurture them into long-term relationships.
Player Support & Escalations: Act as the main point of contact for your VIP players, coordinating with internal teams to resolve issues quickly and professionally.
Performance & Retention: Take ownership of your portfolio's performance, working towards agreed targets for player engagement, retention and service quality.
Competitor Awareness: Stay informed about developments across the iGaming industry, including competitor VIP programmes, promotions and player experiences.
VIP Events: Assist with VIP events and represent Shuffle.com when required.
Team Collaboration: Work closely with the Head of VIP and other departments to continuously improve our VIP offering.
Skills & Attributes:
Strong Communicator: You have excellent written communication skills and can adapt your tone to different players and situations.
Industry Knowledge: Ideally, you have at least two years of experience in iGaming, VIP management, account management or a related field.
Analytical & Organised: You're comfortable working with player data, tracking performance and using tools such as Excel or Google Sheets.
Independent & Accountable: You're comfortable managing your own workload, taking initiative and working towards targets.
Adaptable: You're confident using computers, learning new systems and keeping up with a fast-moving industry.
Why Shuffle.com?
This role is perfect for someone looking to take ownership of their own VIP portfolio and make a real impact at a rapidly growing company.
We're committed to creating an inclusive team environment where everyone can thrive, have fun and grow together. You'll have the opportunity to work closely with experienced people across the business, contribute ideas and help shape the future of our VIP programme.
We have regular team events and take the time to foster talent. We want you to grow and get as much out of this role as you put in.
How to Apply:
If you're passionate about building relationships, delivering outstanding VIP service and want to advance your career with a company at the forefront of the sports and gambling industry, we'd love to hear from you.
Application Assessment:
Communication and relationship-building are central to this role. We're interested in understanding how you approach VIP management, build player loyalty and deliver personalised experiences.
Please answer the following questions, allowing your personality and communication skills to shine through.
Building Relationships: What do you think makes a great VIP Manager, and how would you build a strong, lasting relationship with a VIP player?
Player Retention: Imagine one of your regular VIP players has become less active and is no longer engaging with you. How would you approach the situation?
Please also include your Telegram handle in your application.