VIP Customer Analyst

About the Position

We are seeking a VIP Customer Analyst with over 2 years of experience in data, CRM, and customer analytics to join our team. This role is remote and based in Armenia, Cyprus, Poland, Portugal, or Romania.

Responsibilities

• Analyze VIP customer behavior, activity, retention, monetization, and engagement patterns.
• Monitor key VIP segment metrics: LTV, ARPU, deposits, withdrawals, GGR/NGR, bonus cost, churn, reactivation, and profitability.
• Build and maintain VIP dashboards, reports, and analytical views for business teams.
• Support VIP, CRM, retention, and product teams with data-driven insights and recommendations.
• Segment VIP users based on value, activity, risk, lifecycle stage, behavior, and business potential.
• Identify churn risks, reactivation opportunities, and growth potential within the VIP base.
• Analyze effectiveness of VIP campaigns, bonuses, offers, promotions, and personal manager activities.
• Investigate suspicious user behavior, abnormal activity patterns, bonus abuse, and potential fraud signals.
• Validate data quality across CRM, product, financial, payment, and BI sources.
• Perform cross-source reconciliation and investigate discrepancies in key business metrics.
• Prepare ad hoc analytical findings, deep dives, and business recommendations for stakeholders.
• Document key metrics, segmentation logic, calculation rules, and data definitions.

Requirements

• Core Skills:

  • Strong SQL skills and experience working with large datasets.
  • Experience analyzing user behavior, customer segments, retention, monetization, and lifecycle metrics.
  • Understanding of VIP / high-value customer logic, LTV, churn, ARPU, deposits, withdrawals, bonus usage, and engagement patterns.
  • Experience with segmentation, cohort analysis, funnel analysis, and user-level analytics.
  • Experience with data validation, reconciliation, and data quality control.
  • Good understanding of ETL processes, data structures, and analytical data marts.
  • Experience with BI tools such as Tableau.

• Nice to Have:

  • Experience with fraud, bonus abuse, suspicious user behavior, or abnormal financial activity analysis.
  • Knowledge of A/B testing, campaign analysis, and experiment evaluation.
  • Familiarity with Python for analytical tasks.
  • Experience working with clickstream, transactional, payment, or CRM data.
  • Understanding of bonus economics, player profitability, and customer value models.

• Soft Skills:

  • Analytical thinking.
  • Attention to detail.
  • Strong communication skills.
  • Business-oriented mindset.
  • Ownership and accountability.
  • Proactive approach to problem solving.
  • Ability to work independently and prioritize tasks.
  • Cross-functional collaboration.
  • Ability to explain complex analytical findings to non-technical stakeholders.
  • High level of confidentiality when working with VIP customer data.

We Offer

• Paid vacation (24 calendar days)
• Paid sick leave (10 business days)
• Day-off (4 business days)
• Family Days (3 business days)
• Corporate healthcare
• English language learning (partial coverage)
• Consultations with a psychologist
• Corporate learning
• Gamified corporate platform
• Referral program: bonuses for recommending new employees
• Dedicated People Partner for teams
• Annual corporate events and gifts for holidays/personal events
• In-house Travel service

About the Company

Join our team and contribute to our mission of delivering exceptional customer experiences in the high-load digital products sector.