VIP-менеджер (Turkish) (удаленная работа)

Вакансия: VIP-менеджер (Turkish)

Описание вакансии

About the Project

We are an international iGaming & Entertainment online platform , actively growing and strengthening our presence in the Turkish market .

As the number of VIP players increases and the VIP direction continues to scale, we are looking for a VIP Manager (Turkey) who will take full ownership of VIP communication, retention, and loyalty-building ensuring a premium-level service experience.

This role is a great fit for someone who enjoys personalized player support , understands iGaming specifics, and knows how to build long-term relationships while achieving measurable KPI results.

Your Key Responsibilities

VIP Communication & Player Support

• Provide personal support to VIP players via online chats ( Intercom, Telegram, WhatsApp ) and phone calls.
• Maintain a premium communication tone and service level aligned with VIP standards.
• Build long-term trust-based relationships and become the main point of contact for assigned players.

Retention & LTV Growth

• Proactively monitor the activity of assigned VIP players and reach out at the first signs of reduced engagement.
• De velo p and execute individual retention strategies aimed at increasing loyalty and LTV .
• Handle objections, prevent churn, and manage sensitive cases professionally.

Complex Requests & Escalations

• Resolve complex and non-standard VIP requests related to:
  • payments and withdra wa ls
  • bonuses and promotions
  • verification (KYC)
  • technical issues
  • account-related incidents
• Coordinate with internal teams to ensure fast and high-quality case resolution.

Personalized Offers & Promotions

• Offer personalized bonus conditions, exclusive promotions, and special deals for VIP players.
• Participate in improving VIP scripts, communication templates, and internal workflows.

Reporting & KPI Performance

• Document all interactions and maintain detailed player history in CRM and reports.
• Analyze communication effectiveness and consistently achieve KPI targets.

What We Expect From You

• Turkish fluent (written & spoken) mandatory.
• English confident level (written & spoken) mandatory (for internal communication).
• 1+ year of experience in a similar role ( VIP Manager / Personal Manager / Account Manager ) in online gambling / iGaming .
• Proven experience working in online chats and handling inbound/outbound calls .
• Strong communication skills and the ability to maintain a premium tone.
• High emotional intelligence ( EQ ) ability to listen, guide the conversation, and de-escalate conflicts.
• Flexibility and readiness to work in a fast-changing workload environment.
• Strong teamwork mindset and ability to follow internal procedures.
• Technical confidence: CRM systems, LiveChat platforms, messengers, Jira.

Nice to Have

• Russian language as a plus.
• Understanding of core iGaming metrics: NGR, FTD, CR, Churn Rate, LTV .
• Experience working with VIP segmentation and high-value players.

What We Offer

• Fully remote work work from anywhere.
• Shift schedule , including evening/night shifts aligned with the Turkish time zone.
• Salary: negotiable (based on experience).
• Paid onboarding and full support during adaptation.
• Growth opportunities within a fast-scaling international iGaming project.
• Direct collaboration with internal teams (Payments, Product, Risk, Support, QA).
• Transparent communication, quick decision-making, and long-term cooperation.