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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in VIP Player Management, with a strong focus on team leadership, KPI control, and in-depth knowledge of bonus mechanics. Proficient in data analysis and reporting, ensuring effective decision-making and support for high-value players.
Highest-signal resume keywords
VIP Player ManagementTeam LeadershipKPI ControlBonus MechanicsData Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KPI ControlBonus MechanicsData AnalysisPerformance ReviewsTask DistributionWorkload ManagementPlayer Feedback CollectionEscalation ManagementReportingVIP User Analysis
Soft Skills
Decision-MakingTeam DevelopmentCommunicationConflict ResolutionEfficiency Improvement
Tools & Technologies
Google SheetsExcelTableauPower BIMetabaseLookerSmarticoOptimoveFast TrackSalesforce
Industry Keywords
IGamingVIP ManagementKYCAMLResponsible GamblingHigh-Value PlayersMulti-Brand OperationsPlayer RetentionCSATFRT
Tech Stack
Tools & technologiesTableau
About the role
Key responsibilities & impact- Lead a team of VIP Managers in daily operations.
- Distribute player portfolios and balance workload.
- Track capacity and ensure tasks are completed on time.
- Run regular 1:1s and performance reviews.
- Onboard, train, and develop team members.
- Improve team efficiency with VIP QA.
- Prioritise High Value and Top VIP players.
- Support key VIP accounts and escalations.
- Decide on complex cases and escalate critical cases to the Head of VIP.
- Collect VIP player feedback and share it with Streams and Retention teams.
- Maintain in-depth knowledge of each platform and project.
- Track product updates, bonus mechanics, and technical issues.
- Keep the team informed of relevant changes.
- Analyse VIP users daily by platform.
- Track case metrics, trends, and results.
- Prepare daily reports and present weekly results to the Head of VIP.
- Process workload statistics and control FRT and CSAT.
Requirements
What you’ll need- 3+ years in iGaming VIP / Player Management, with hands-on work with high-value players.
- 1+ year leading a team of 4+ people, including task distribution, 1:1s, and performance reviews.
- Deep understanding of bonus mechanics: wagering, cashback, reload, free spins, and personalised VIP offers.
- Experience with multi-brand or multi-platform operations.
- Strong KPI control: FRT, CSAT, workload, retention, and VIP-segment deposit activity.
- Advanced Google Sheets/Excel skills, including pivot tables and formulas.
- Experience with a BI tool such as Tableau, Power BI, Metabase, or Looker.
- Experience with a back office / CRM such as Smartico, Optimove, Fast Track, Salesforce, or an in-house system.
- Understanding of KYC, AML, and Responsible Gambling as applied to VIP players.
- Ability to make fast, well-reasoned decisions on escalations and conflicts.
- Fluent Ukrainian.
- English B2+.
Benefits
Comp & perks- Flexible payment options: choose the method that works best for you.
- Tax assistance included: we handle part of your taxes and provide guidance on the local setup.
- Bonuses for holidays, B-day, work milestones and more.
- Courses and certifications covered.
- Opportunities to grow your career.
- Benefit cafeteria including sports, language courses, therapy sessions, and more.
- Team-building events and industry conferences.
- New laptops and essential peripherals such as monitors and headphones.