VIP Account Specialist - German Speaking

Stay Group is an iGaming company developing and operating online casino brands for international markets. We focus on building engaging player experiences, developing our products, and growing long-term relationships with our audiences.

We are looking for a German-speaking VIP Account Manager who will build strong relationships with high-value players, deliver personalized experiences, and contribute to player retention and revenue growth.

Responsibilities

• Manage and develop a portfolio of VIP players, building long-term relationships through personalized communication.
• Communicate with players via phone, email, WhatsApp, Telegram, and other approved channels.
• Monitor player activity, deposit behavior, engagement, and wagering to identify opportunities for retention and growth.
• Proactively reactivate inactive players using approved retention and win-back strategies.
• Create personalized offers, bonuses, cashback, free spins, and other rewards based on player value and preferences, within approved budgets.
• Manage daily VIP workflows, respond to player requests, and ensure a high level of service and personalization.
• Identify opportunities to improve player engagement, retention, and lifetime value through tailored campaigns, gifts, and individual initiatives.
• Track key metrics such as GGR, deposits, ARPPU, churn, and conversion, translating insights into actionable account management strategies.
• Maintain accurate player profiles, communication history, and activity notes in the CRM.
• Collaborate with Team Leads and cross-functional teams, including Support, Payments, Risk, and Fraud, to resolve player issues efficiently.
• Identify and escalate Responsible Gambling, AML, KYC, fraud, and other compliance-related concerns in line with company procedures.
• Meet individual KPIs and contribute to the overall performance of the VIP team.

Stay Group is an iGaming company developing and operating online casino brands for international markets. We focus on building engaging player experiences, developing our products, and growing long-term relationships with our audiences.We are looking f...

• At least 1 year of experience in VIP Account Management, iGaming Retention, high-touch Sales, or a similar customer-facing role.
• Experience in online iGaming or another digital business where customer retention, revenue growth, and customer lifetime value are important.
• Understanding of key performance metrics such as GGR, ARPPU, deposit activity, churn, conversion, and player value.
• Excellent communication and relationship-building skills, with confidence communicating through calls, messengers, email, and live chat.
• German — Upper-Intermediate (B2) or higher, with confident written and spoken communication.
• English — Upper-Intermediate (B2) or higher, for internal communication and collaboration.
• Strong customer orientation combined with a commercial mindset and focus on measurable results.
• Ability to manage multiple player accounts while maintaining personalized, high-quality communication.
• Analytical, proactive, and target-oriented approach to daily work.
• Ability to remain calm, organized, and effective in a fast-paced environment.
• Willingness to learn new platforms, CRM systems, and internal tools quickly.