Job Description

The primary role of the VIP Account Manager is to support the Head of VIP alongside the VIP Team Leader by building and maintaining strong relationships with high-value customers. This role is responsible for identifying and executing customer acquisition, retention, and reactivation initiatives that contribute to the company's profitability and long-term growth

Key Responsibilities

• Build and maintain strong relationships with high-value customers through VIP-exclusive phone support, email, and other communication channels that best suit each player.

• Monitor and analyze the activity and behaviour of high-value customers, taking appropriate actions to maintain engagement and maximize customer value.

• Take ownership of the performance of assigned VIP accounts by meeting agreed KPIs through effective retention and reactivation strategies.

• Develop and execute customer acquisition and retention initiatives to achieve business objectives and performance targets.

• Grow and retain the Casino and Sports customer base by identifying and implementing new initiatives, technologies, products, promotions, and reward programmes.

• Plan and execute targeted customer promotions to increase participation and drive turnover.

• Continuously improve customer retention by delivering a high standard of personalised VIP service.

• Organize and attend VIP-exclusive events, creating memorable experiences that strengthen customer loyalty.

• Identify customers who may be at risk of churning by recognizing behavioural trends and taking timely reactivation measures.Previous experience in Customer Support or VIP Account Management.

Requirements

• Native or fluent Japanese language skills required, with excellent verbal and written communication abilities

• Previous experience in Customer Support or VIP Account Management.

• Experience within the online gaming industry.

• Proven experience in developing and executing targeted campaigns and customer communications to increase engagement.

• Strong problem-solving skills with the ability to identify solutions that meet customer needs.

• Strong analytical skills with the ability to interpret customer data and make recommendations that drive business growth.

• Reactivating customers while making sure to keep and grow steady achievements over this projects and assist accordingly within promotion matters when required

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 take bold but thoughtful approaches to what we build and how we work. We act with confidence and responsibility, focusing on smart decisions, meaningful impact, and long-term success.

Joining us means being part of a team that values curiosity, ownership, and collaboration. We encourage people to challenge ideas, simplify complexity, and grow together - creating an environment where great work (and good energy) go hand in hand.

We offer:

• Competitive salary and benefits

• Opportunities to learn, grow, and develop

• A creative, collaborative team environment

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