Middle VIP Manager

About the Position

OXOIX is a space for the development and implementation of the boldest ideas in the Entertainment sector! We provide service solutions for brands that cover international markets.

Trust, open and constructive dialogues, and team results are our principles that underlie everything we create together. We invite you to scale your experience and expertise with us!

For our client in the Entertainment sector, we are looking for a Middle VIP Manager who will become part of a team building the most effective premium service for clients in international markets.

Responsibilities

• Proactive outbound communication with VIP clients through all communication channels (telephony, email, messengers, chats) - you don't wait for a request, you reach out first;
• Management of the assigned base of VIP clients: analysis of activity dynamics, formation of personalized offers, and timely communication;
• Tracking key metrics for the base (Retention Rate, NGR/GGR, deposits) and making data-driven decisions;
• Handling non-standard requests and complaints from VIP clients - from acceptance to full closure, with escalation to the appropriate teams;
• Collaborating with department teams to resolve technical issues and create personalized bonuses;
• Participating in the development of seasonal activities and recommendations for the loyalty program;
• Contributing to the development of new VIP service processes - you don't just follow instructions, you participate in their creation.

Requirements

• 1 year of experience as a VIP Manager / Key Account Manager in B2C;
• General experience in customer communication - from 3 years;
• Experience in both inbound and outbound client communication;
• Fluency in English - mandatory;
• Understanding of key performance metrics;
• Experience with CRM systems and analytical tools (Tableau or similar);
• Ability to quickly analyze data and make decisions;
• Proactivity: independently see signals in the database, don't wait for external push.

Nice to Have

• Experience in iGaming, FinTech, Crypto;
• Knowledge of German;
• Ideas and experience in automating processes through AI tools.

Selling Points

• Premium service. We build unique approaches, offer a service that is not available on the market.
• Measurable impact on results. You will have defined goals and clear KPIs, with a defined direction for your development.
• AI first culture: We actively implement AI tools - routine automation, analytics, personalization. If you have ideas on how to use AI in customer work - there is space to implement them here.

Recruitment Process

• Interview with the recruiter - 30 min.
• Technical interview - 60 min.
• Final interview - 60 min.
• Gathering references and background check.
• Offer.

We Offer

🏆 Top brands - we work with modern solutions that consistently bring high results in their GEOs.

🌍 Flexible format - fully remote.

🌴 Vacation - 20 working days annually + 5 retreat days, public holidays off.

💜 Wellness - insurance or compensation for medical services.

⚡ AI Champion - the opportunity to become part of the team implementing AI and automation at the company level.

Do you want to become part of the team? Then we are waiting for your response!

All necessary and complete information about the processing of your personal data has been provided to OXOIX in full, in a simple and understandable form. By sending your resume and information specified in the application form, you consent to the processing of your personal data under the terms set forth in the Consent to the processing of personal data.

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