VIP Agent

VIP Agent

Location:  Skopje, North Macedonia

Department:  VIP / Customer Experience

Employment Type:  Full-time (40 hours per week)

Working Schedule:  Shift-based

About NEXA Group

At  NEXA Group , we're building a VIP experience that puts genuine relationships at the centre of what we do.

We're looking for a  VIP Agent  to take ownership of a portfolio of high-value players. You'll be their main point of contact, building trusted relationships, understanding their needs and delivering a personalised experience that keeps them engaged long-term.

This is a hands-on role where you'll have the autonomy to make decisions, manage sensitive situations and contribute to the continued development of our VIP programme.

What You'll Do

• Manage a portfolio of high-value players and act as their primary point of contact.
• Build and maintain strong, long-term relationships through proactive and personalised communication.
• Monitor player behaviour and activity to understand needs, identify opportunities and recognise potential churn risks.
• Use player data and portfolio insights to make informed decisions.
• Determine appropriate rewards based on player behaviour and activity, while documenting the rationale behind each award.
• Work closely with  Customer Support, Payments and Compliance  teams to ensure a smooth and consistent player experience.
• Take ownership of complex, sensitive or high-value player cases and manage them through to resolution.
• Collaborate with the  CRM team  on targeted VIP campaigns and provide feedback on campaign performance.
• Maintain accurate and compliant records of player interactions, rewards and activity.
• Identify opportunities to improve the VIP experience and contribute to the development of VIP processes and procedures.
• Stay informed about player needs, trends and behaviours to continuously improve the service provided.

What We're Looking For

• Previous experience in  VIP management, account management, customer success, relationship management or a similar customer-focused role.
• Experience within  iGaming, online gaming, betting or a related industry  is highly desirable.
• Good understanding of  player value, customer lifecycle and retention strategies .
• Strong commercial awareness and confidence making decisions around player rewards and incentives.
• Comfortable working with data, player profiles and portfolio reports to inform decisions.
• Excellent written and spoken  English .
• Strong communication and relationship-building skills.
• Empathy and composure when handling difficult, sensitive or high-value customer situations.
• Highly organised with strong attention to detail.
• Self-motivated and able to manage multiple priorities in a fast-paced environment.
• Comfortable working independently while collaborating effectively with wider teams.
• Willingness and flexibility to work a  shift-based schedule .

What You'll Bring

We're looking for someone who is naturally  people-focused, commercially minded and confident making decisions .

You'll be comfortable having conversations with high-value customers, understanding what matters to them and using your judgement to deliver a genuinely personalised experience.

You should also enjoy working with data and be able to balance customer experience, commercial objectives and compliance requirements.

Why Join NEXA Group?

You'll have the opportunity to:

• Take real ownership of your own VIP portfolio.
• Build meaningful relationships with high-value customers.
• Work closely with multiple teams across the business.
• Have a direct impact on the development of our VIP programme.
• Work in a fast-paced, international environment.
• Develop your career within a growing organisation.

Working Hours

This is a  shift-based position  and will require flexibility to work across different shifts, Morning, including evenings, nights, weekends and public holidays where required.