Location: Hybrid - Mrieħel, Malta (3 days per week in office)
Working hours: Monday to Friday from 4am to 12pm CET
Reporting to: Head of VIP

Key Responsibilities

• Build and maintain relationships with high-value players, serving as their main point of contact for all inquiries, requests, and escalations. Using different channels such as phone, telegram, Whatsapp & email.

• Understand each player’s gaming preferences, betting habits, risk appetite, and service expectations. Use this knowledge to tailor offers, communication, and service delivery.

• Cater to the preferred hours of play, communication style & unique service requirements of your hand picked player portfolio.

• Develop and implement customised retention strategies, including bespoke offers, personalised gifting, loyalty rewards, and exclusive event invitations (virtual or in-person)

• Monitor player activity and proactively respond to changes in behaviour to re-engage, retain, or reactivate players as necessary.

• Uphold responsible gambling principles, ensuring all activity is compliant with regulatory and internal policies. Flag risk-related concerns as needed.

• Attend or host VIP events (online or offline) to strengthen player relationships, represent the brand, and deliver unforgettable experiences.

• Maintain accurate records of player preferences, communication, and activity. Provide insights to management for continuous improvement and strategic planning.

• Frequently report on & present portfolio performance and KPI’s to the Team Manager and the clients.

What You Bring

• 1.5+ years of dedicated VIP Account Management experience within the iGaming industry.

• Excellent communication skills in English - C2 , both written and verbal.

• A natural ability to build rapport quickly and maintain long-term, high-value partnerships.

• A numbers-driven mindset with the ability to balance player satisfaction with commercial profitability.

• Familiarity with Australian, New Zealand or other english gambling cultures is a huge plus.

Why Join Us?

• The chance to make a tangible impact in a rapidly growing, global company.

• A culture that rewards ambition, innovation, and collaboration.

• Comprehensive benefits package for Malta-based employees, including:

  • Private health insurance, wellness allowance, and communication allowance.

  • Healthy lunch on Wednesdays, Social Fridays, and Summer & Christmas events.

  • Employee discounts in restaurants and businesses.

  • Extended second-parent leave policy.
    Private parking space.