VIP Account Manager / VBET
The VIP Account Manager role at VBET focuses on managing and nurturing relationships with high-value clients. The position involves ensuring exceptional service standards, driving customer retention, and managing individual portfolios through proactive communication and personalised engagement strategies.
The successful candidate will act as a primary point of contact for VIP customers, addressing their needs and resolving technical or service-related issues. By collaborating with internal departments such as CRM, Marketing, and Risk, the manager will deliver tailored experiences and promotional offers that align with the organisation's gaming standards and regulatory requirements.
- Implement and monitor the processing of inquiries and applications addressed to the department.
- Assist in managing an assigned portfolio of VIP customers by ensuring timely and effective communication across multiple channels (phone, email).
- Build trust and foster long-term relationships with VIP customers by ensuring high levels of engagement, satisfaction, and retention.
- Identify and address VIP customer needs to enhance their engagement and interest in the organisation's products and services.
- Extract data on VIP customer behaviour, preferences, and gaming habits to provide relevant promotional offers and incentives.
- Proactively identify technical and software issues and implement customer retention strategies to maintain engagement.
- Monitor VIP customer activity and respond promptly to any concerns, issues, or inquiries.
- Identify sales opportunities by promoting relevant products, exclusive events, and personalised bonus offers.
- Partner closely with internal teams (Customer Support, Fraud, Risk, Payments, CRM, and Marketing) to resolve technical issues, deliver personalised offers, and maintain a seamless gaming experience for VIP customers.
- Work alongside Customer Support and Responsible Gaming teams to ensure full adherence to regulatory and ethical standards.
- Collect and analyse customer feedback to enhance VIP services and overall satisfaction.
- Generate regular reports on VIP customer service trends, emerging issues, and key metrics to drive tactical solutions.
- Utilise data-driven insights to optimise customer service.
- Native fluency in Armenian (required).
- Proficiency in Russian and English (preferred).
- Experience in customer service, sales, or account management (required).
- General understanding and knowledge of iGaming, sports betting, or casino operations (required).
- Proficient in Microsoft Office Suite (Excel, Word) and Google Drive for tracking metrics and monitoring data (required).
- Strong verbal and written communication skills, with the ability to engage clients professionally, confidently, and adapt styles based on the situation (required).
- Strong team player who remains calm and professional in stressful situations while collaborating effectively with colleagues (required).
- Active listening and empathy to understand client needs, recognise emotions, address concerns, and build trust (required).
- Excellent multitasking and organisational skills with the ability to manage multiple tasks efficiently in a fast-paced environment (required).
- Competitive experience-based salary.
- Coverage for the employee and family health insurance.
- Upskilling and reskilling trainings.
- Social events, corporate parties.
- 4 day offs in a year.
- Transportation.
SoftConstruct is a technology developer founded by the Badalyan brothers in 2010, working across a range of IT sectors. The company originated several market-leading brands, including BetConstruct, FeedConstruct, SpringBME, Ucraft, Fasttoken and FastShift, which together make up the wider SoftConstruct group. Its best-known product, BetConstruct, supplies online gaming and sports betting software and services to operators worldwide. SoftConstruct employs over 5,000 people across more than 10 trademarks and numerous offices, and is headquartered in Yerevan, Armenia.