VIP-менеджер (Turkish)

About the Project

We are an international iGaming & Entertainment online platform, actively growing and strengthening our presence in the Turkish market.

As the number of VIP players increases and the VIP direction continues to scale, we are looking for a VIP Manager (Turkey) who will take full ownership of VIP communication, retention, and loyalty-building — ensuring a premium-level service experience.

This role is a great fit for someone who enjoys personalized player support, understands iGaming specifics, and knows how to build long-term relationships while achieving measurable KPI results.

VIP Communication & Player Support

• Provide personal support to VIP players via online chats (Intercom, Telegram, WhatsApp) and phone calls.
• Maintain a premium communication tone and service level aligned with VIP standards.
• Build long-term trust-based relationships and become the main point of contact for assigned players.

• Proactively monitor the activity of assigned VIP players and reach out at the first signs of reduced engagement.
• Develop and execute individual retention strategies aimed at increasing loyalty and LTV.
• Handle objections, prevent churn, and manage sensitive cases professionally.

• Resolve complex and non-standard VIP requests related to:
  • payments and withdrawals
  • bonuses and promotions
  • verification (KYC)
  • technical issues
  • account-related incidents
• Coordinate with internal teams to ensure fast and high-quality case resolution.

• Offer personalized bonus conditions, exclusive promotions, and special deals for VIP players.
• Participate in improving VIP scripts, communication templates, and internal workflows.

• Document all interactions and maintain detailed player history in CRM and reports.
• Analyze communication effectiveness and consistently achieve KPI targets.

• Turkish — fluent (written & spoken) — mandatory.
• English — confident level (written & spoken) — mandatory (for internal communication).
• 1+ year of experience in a similar role (VIP Manager / Personal Manager / Account Manager) in online gambling / iGaming.
• Proven experience working in online chats and handling inbound/outbound calls.
• Strong communication skills and the ability to maintain a premium tone.
• High emotional intelligence (EQ) — ability to listen, guide the conversation, and de-escalate conflicts.
• Flexibility and readiness to work in a fast-changing workload environment.
• Strong teamwork mindset and ability to follow internal procedures.
• Technical confidence: CRM systems, LiveChat platforms, messengers, Jira.

• Russian language — as a plus.
• Understanding of core iGaming metrics: NGR, FTD, CR, Churn Rate, LTV.
• Experience working with VIP segmentation and high-value players.

• Fully remote work — work from anywhere.
• Shift schedule, including evening/night shifts aligned with the Turkish time zone.
• Salary: negotiable (based on experience).
• Paid onboarding and full support during adaptation.
• Growth opportunities within a fast-scaling international iGaming project.
• Direct collaboration with internal teams (Payments, Product, Risk, Support, QA).
• Transparent communication, quick decision-making, and long-term cooperation.