VIP Account Manager

At Forward , we connect visionary iGaming companies with the industry’s brightest minds, delivering solutions that go beyond the ordinary. From marketing and R&D to technology, VIP customer experience, and data analytics, we handpick talent that empowers businesses to excel on a global stage. We don’t just fill positions, we build partnerships that elevate careers and drive innovation forward.

Role Overview We are looking for a VIP Account Manager to join our VIP team and work with VIP and pre-VIP players.

The role combines VIP support, account management, and retention . You will handle incoming communication via chat, email, and messengers, build long-term player relationships, identify retention risks, and proactively engage with players when needed.

Responsibilities

• Handle incoming communication from VIP and pre-VIP players through live chat, email, and messengers.
• Be the first point of contact when a player becomes a VIP: introduce the VIP program, explain the benefits, and build a strong relationship from the beginning.
• Build and maintain personalized, long-term relationships with VIP players.
• Provide high-quality support and resolve player issues from start to finish.
• Work with assigned player segments and complete tasks such as campaign follow-ups, targeted outreach, and feedback collection.
• Identify retention risks and changes in player behavior and take proactive action.
• Reactivate inactive VIP players and support their return to the platform.
• Communicate personalized bonuses, promotions, and exclusive offers according to the VIP strategy.
• Clearly explain bonus and promotion terms to players.
• Coordinate with internal teams such as Payments, Support, and Risk to resolve complex player issues.
• Make outbound calls when necessary to support communication with VIP players.
• Maintain accurate information about player interactions, preferences, and feedback in the CRM.
• Monitor player activity and basic performance data to identify opportunities for retention and engagement.
• Meet individual and team KPIs related to retention, reactivation, deposits, and player engagement.

Requirements

• Previous experience in customer support, account management, VIP service, sales, or a similar client-facing role.
• Experience in iGaming, online casino, betting, or VIP/premium customer service is a strong plus.
• Fluent English and Italian— required for daily work communication.
• Fluent Ukrainian or Russian — required for communication with the team.
• Strong communication and relationship-building skills.
• Proactive approach and willingness to take initiative without always waiting for detailed instructions.
• Ability to handle a high volume of messages while maintaining communication quality.
• Strong problem-solving skills and the ability to handle complex customer situations independently.
• Customer-oriented mindset with a focus on building long-term relationships.
• Ability to work with different types of communication: chats, messengers, email, and occasional outbound calls.
• Familiarity with CRM systems and basic data analysis is a plus.
• Comfortable working in a shift-based environment, including weekends and holidays.
• Ability to work effectively in a fast-paced environment and maintain a high level of attention to detail.