VIP Account Manager Team Lead
Growe is seeking a VIP Account Manager Team Lead to lead and develop the VIP Account Management team, ensuring consistent delivery of personalised, high-quality service to high-value players.
The role involves setting performance expectations, conducting regular check-ins, and supporting the team's growth and day-to-day coordination.
The successful candidate will oversee the team's VIP player portfolio, ensuring proactive and timely relationship management across all accounts, and will handle escalated player situations and high-risk account cases directly when needed.
Key responsibilities include tracking metrics such as retention, player activity, churn, and bonus utilisation, and reporting findings to senior management. The role also requires close collaboration with CRM, Customer Service, and Brand teams to develop tailored campaigns and events for VIP players.
Furthermore, the position entails owning the VIP strategy for the local market while actively leading expansion efforts into new markets across LATAM, and ensuring all player interactions and team operations comply with regulatory requirements and responsible gaming policies.
- Lead and develop the VIP Account Management team, ensuring consistent delivery of personalised, high-quality service to high-value players.
- Set performance expectations, conduct regular check-ins, and support the team's growth and day-to-day coordination.
- Oversee the team's VIP player portfolio, ensuring proactive and timely relationship management across all accounts.
- Handle escalated player situations and high-risk account cases directly when needed.
- Track key metrics including retention, player activity, churn, and bonus utilisation, and report findings to senior management.
- Work closely with CRM, Customer Service, and Brand teams to develop campaigns and events tailored to VIP players.
- Own the VIP strategy for the local market while actively leading expansion efforts into new markets across LATAM.
- Ensure all player interactions and team operations comply with regulatory requirements and responsible gaming policies.
- 6+ years in Account Management, Key Account Management (KAM), or B2B/B2C Sales, preferably in online gaming or casino (required).
- Proven experience leading or mentoring teams (At least 1-2 years of leadership experience) (required).
- Strong understanding of player lifecycle, VIP tier structures, and bonus mechanics (required).
- Full English fluency (both written and spoken) is required to interface with international executive teams (required).
- Hands-on experience working with CRM systems and analytics/forecasting tools (e.g., Salesforce, HubSpot, Power BI) (required).
- Strong numerical ability to analyse metrics like Churn Rate, Player Activity, and Net Revenues (NGR) (required).
- Natural leader with a coaching mindset and genuine interest in people's development (required).
- Player-first attitude with a strong sense of ownership and accountability (required).
- Calm and solution-oriented when handling escalations or high-pressure situations (required).
- Data-driven thinker who can translate numbers into actionable decisions (required).
- Collaborative and communicative across teams and seniority levels (required).
- Comfortable operating at high speed in dynamic, evolving environments with high adaptability to changing priorities (required).
- Health & Wellness Focus
- Global Medical Coverage
- Growth Opportunities
- Benefits Programs (compensation for the gym/stomatology/psychological service & etc.)
- Performance-Driven Rewards
- Dynamic Work Environment
Growe is a business advisory and services group operating in the iGaming and entertainment industries. Headquartered in Warsaw, it combines strategic vision with hands-on expertise to help businesses navigate the sector, enter new markets and achieve sustainable growth. Its capabilities span business and brand strategy, market research, marketing solutions, IT customisation, organisational structuring and talent management. The company focuses on launching new iGaming brands worldwide and turning challenges into competitive advantages for its clients.