VIP Manager

Experienced VIP Manager with a strong focus on customer retention and engagement, seeking to influence key metrics and grow into a senior position.

• Process over 350 inquiries daily without losing service quality (technical issues, payments, bonuses, disputed cases). • Manage and retain top VIP segment: work with high-value players. • Reactivate 'sleeping' players and drive aggressive growth: return users to active status and increase their LTV through a personalized approach. • Reduce churn through quick, empathetic, and effective communication — turning negativity into loyalty. • Act as a liaison between the VIP team and product: escalate critical cases and expedite their resolution. • Train and onboard new employees: increase their speed to meet KPI and quality standards. • Performed shift manager functions: manage shifts, control SLA, distribute workload, and ensure stable team operations. • Confidently work with key metrics: LTV, Retention, Conversion to Deposit, Churn Rate. • Deeply understand the product: RTP, providers, payment systems, anti-fraud, KYC. • Effectively handle objections and complex cases, converting them into revenue growth and long-term loyalty.

• Proven experience in VIP management or similar roles. • Strong communication and interpersonal skills. • Ability to analyze and work with key performance metrics. • Experience in customer retention strategies.

• Opportunity for growth to senior/lead/head position. • Participation in the development of the VIP direction.