VIP менеджер с узбекским языком / VIP manager with knowledge of Uzbek language

Responsibilities

1. Monitor and prepare regular reports on key VIP segment performance metrics, including Retention, Reactivation, LTV, Revenue per VIP and Escalation Rate;
2. Provide personalized support to assigned VIP clients and build long-term, trust-based relationships through various communication channels;
3. Initially, personally engage with VIP clients, including making outbound calls to the existing client base to establish contact, gather feedback and develop initial processes;
4. Resolve clients’ technical and financial issues by coordinating with relevant departments, ensuring a seamless, centralized support experience without transferring clients between departments or requiring them to explain their issues repeatedly;
5. Provide personalized bonuses, promotions, and exclusive offers; organize VIP clients’ participation in events, tournaments and promotional activities;
6. Analyze client activity, gaming profiles, and preferences to deliver personalized interactions, taking into account preferred games, communication channels and interaction history;
7. Prevent customer churn by identifying early signs of declining activity and implementing timely reactivation initiatives.

Requirements

1. At least 3 years of experience as a VIP Manager, Account Manager, or Customer Care Manager;
2. Willingness to personally handle client calls and conduct outbound calls to the existing client base during the initial stage, without delegating this responsibility;
3. Understanding of LTV, Retention, NPS, CSI/CSAT metrics and practical experience working with them;
4. Experience with CRM systems, player management platforms and reporting tools;
5. Strong analytical skills and the ability to interpret player data and performance metrics;
6. Excellent communication skills and the ability to work effectively under pressure;
7. Excellent verbal and written communication skills;
8. Knowledge of Uzbek language;
9. English proficiency at B2+;
10. A proactive mindset, initiative, and a high level of responsibility.

Nice to Have

1. Experience building VIP operations and processes from scratch, including launching a VIP department and developing internal procedures;
2. Experience in the iGaming industry;
3. Conversational proficiency in Russian;
4. Experience managing a team of local VIP Managers.

What We Offer

1. Fully remote work;
2. A convenient 5/2 schedule (Saturday and Sunday off);
3. Flexible start time between 8:00 AM and 11:00 AM;
4. Competitive salary, based on interview results and experience;
5. All the necessary tools and resources to perform your role effectively;
6. Paid annual leave and sick leave.