VIP Manager Vila Nova de Gaia

Overview

Welcome to Crunch
Equation, a
- services partner for i
Gaming brands. We combine CRM, VIP, customer support, marketing, compliance, and operations to deliver outstanding player experiences and sustainable growth.

We’re hiring a VIP Manager to lead and scale our VIP function. You’ll manage a team of VIP Account Managers, set the strategy for
- value player acquisition and retention, and ensure elite, compliant service that lifts NGR, LTV, and brand loyalty across sportsbook and casino.

Responsibilities

• Own VIP Strategy & P&L Contribution: Define VIP segmentation, tier thresholds, benefits and lifecycle journeys (prospect -> onboarding -> growth -> save/reactivation). Set monthly/quarterly targets for NGR, retention, ARPU/LTV, churn and payback, track progress and
  - correct.
• Lead the VIP Team: Hire, coach and
  - manage VIP Account Managers, implement clear OKRs, SLAs and quality standards. Establish coverage rotas for peak hours, weekends and major sports events, oversee escalation handling.
• Premium Service & Relationship Management: Ensure timely, personalized outreach (phone, Whats
  App, email,
  - app) with service playbooks by segment/tier. Oversee hospitality and experiential programs (events, gifts, travel), with budget control and clear approval workflow.
• Campaigns, Offers & Bonuses: Partner with CRM to build VIP-specific promotions, reactivation plays and
  - back strategies. Approve discretionary bonuses within guardrails, monitor bonus abuse and ROI of benefits.
• Payments, Risk & Disputes: Collaborate with Payments/Fraud to improve deposit/withdrawal success rates and speed, reduce chargebacks. Manage
  - value complaints and sensitive disputes to swift, fair resolution.
• Analytics & Reporting: Build weekly dashboards (cohort health, NGR mix, activity, churn risk, offer ROI). Produce
  - mortems for marquee events and quarterly business reviews with actionable insights.

Qualifications

• 4+ years in i
  Gaming with 2+ years leading VIP or
  - touch account management teams (sportsbook and/or casino).
• Proven track record growing VIP NGR/LTV while protecting RG and compliance standards.
• Strong people leader: coaching, hiring, performance management, and operating cadences.
• Data-driven operator comfortable with KPI dashboards, cohort analysis, and experimentation.
• Hands-on with CRM and analytics stacks (e. g. , Optimove/Fast
  Track/Salesforce, GA4/Looker/Power BI); familiarity with payments/fraud tooling is a plus.
• Excellent communication and negotiation skills; calm under pressure during escalations.
• Fluency in English; Portuguese or Spanish is a plus.
• Deep understanding of RG, AML/KYC/EDD, GDPR, and
  - abuse mitigation.

Benefits

• Integration into a licensed and growing brand in the i
  Gaming market.
• A collaborative and innovative work environment.
• The opportunity to contribute to continuous improvement in payment processes and compliance.
• Competitive salary package, aligned with experience.
• Benefits and professional development opportunities.

If you’re a
- obsessed leader who blends
- glove service with rigorous controls and data, we want to meet you. Join Crunch
Equation and help us craft the gold standard in VIP experiences!