Position Overview

We’re looking for a driven and proactive VIP Account Manager to join our dynamic and fast-growing VIP team. This role is key to building and maintaining high-value customer relationships and driving customer loyalty across our Casino and Sportsbook verticals.

As part of our VIP team, you’ll have the opportunity to work closely with senior stakeholders, contribute directly to business growth, and develop your career in a high-impact area of the company. We're especially excited to hear from internal candidates who are ready to take on more responsibility and grow within the business.

Key Responsibilities

• Proactively manage relationships with high-value customers via VIP-exclusive channels (phone, email, chat, Line, etc...), ensuring an exceptional level of service and engagement.
• Monitor and analyze customer behaviour and trends to identify new opportunities and risks—taking swift and appropriate action to maximize customer lifetime value.
• Own the performance of your VIP portfolio, ensuring KPIs related to retention, reactivation, and customer satisfaction are met or exceeded.
• Develop and execute strategic campaigns, offers, and events tailored to individual VIP segments, with a strong focus on driving activity and loyalty.
• Collaborate cross-functionally with marketing, product, and operations teams to bring new initiatives to life that enhance the VIP experience.
• Identify early signs of churn or disengagement and take proactive steps to re-engage players using data-driven insights and personalized strategies.
• Help design and deliver unforgettable VIP-only experiences—both online and in person—through exclusive events and rewards programs.
• Continuously seek out ways to improve our VIP offering and deliver increased value to both customers and the business.

Requirements

• Previous experience in customer support, VIP account management, or a similar customer-facing role.
• Japanese language skills would be considered a plus
• Demonstrated ability to build rapport and trust with customers in a fast-paced, digital environment.
• Strong problem-solving and communication skills, with a focus on delivering customer-centric solutions.
• Proven ability to develop and execute tailored campaigns or engagement strategies.
• Fluency in English (written and spoken); other languages are a plus.
• Comfortable working with data and using insights to guide decision-making and prioritize actions.
• While we welcome all internal applicants with relevant experience and enthusiasm for the role, priority may be given to candidates with a background in sportsbook operations or customer engagement. This knowledge is especially valuable as we continue to grow our sports segment and optimize our VIP strategy across verticals.

The above duties provide a generic description of the Employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list. Additional related, duties may be assigned by the Line Manager in line with business exigencies and continuity.

Why Work With Us?

At Silverspin, we’re not just about work—we’re about passion, innovation, and community. Joining us means you’ll be part of a team that celebrates creativity, supports professional growth, and values every voice. We’re committed to making Silverspin a place where you’ll be excited to come to work every day (and maybe have a little fun along the way!). 🎉💼  We offer:

• Competitive Salary & Benefits
• Growth & Development Opportunities
• Creative and Collaborative Environment

Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.