The role
* manage a personal book of high‑value players as their primary contact at bluff
* execute the vip playbook: onboarding, retention, lossback delivery, reactivation, and bespoke offers
* work a 24/7 rotation with fellow team members ensuring top players always reach someone who knows their account
* report to the head of vip on portfolio health, player sentiment, and bonus efficiency
responsibilities
* own daily vip relationships across telegram and intercom: fast, personal, no templates
* deliver lossback, reload, rakeback, and ad‑hoc offers within delegated authority; escalate when outside limits
* monitor player activity in real time: flag churn risk, deposit drops, and reactivation windows early
* support outbound acquisition through community channels, referrals, and competitor migration conversations
* feed player insights and product friction back to the head of vip and product team
required experience & skills
* 2+ years as a vip host or account manager in igaming with crypto‑native experience preferred
* sharp commercial instinct by thinking in player ngr, not just player happiness
* exceptional written communication and near‑instant responsiveness; no ticket‑queue mentality
* flexible on hours including evenings and weekends as part of a global coverage rotation
what kind of person succeeds in this role?
* relationship‑driven: players remember you by name, not ticket number
* thrives under pressure and in fast‑moving environments
* competitive: wants their portfolio to be the best‑performing book on the team
* discreet and trustworthy with large‑value accounts and sensitive player information
* hungry to grow and develop further in their career; sees a startup as the fastest path
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