Job Title: VIP Account Manager
Location: London - Hybrid
About GIMO:
Global Interactive Marketing Online (GIMO) Global Interactive Marketing Online (GIMO) is a London-based leading independent marketing agency and software developer within the iGaming industry. GIMO works in close partnership with leading global gaming brands such as NetBet, 777, and betFIRST.
About Netbet Brand:
Since 2006, NetBet has delivered the ultimate online casino and sportsbook experience for its players across the globe. Alongside sports betting and casino, players have also enjoyed Lotto, Live Casino, and Poker products. With access to multiple languages across all its registered markets, thousands of industry-leading casino games, and daily sports events, NetBet has evolved into one of the world’s favourite online gaming brands. NetBet provides users with a friendly environment, total security, and reliable navigation. Its features are recognised by flagship organisations specialising in regulating and controlling online gaming sites. To enrich player trust and protection NetBet has several gaming licences from across the world including MGA, UK, Germany, Denmark, Greece, France, Romania, and Italy. This ensures that NetBet operates in line with the rules and regulations of each jurisdiction and that players receive the best possible service.
Role Overview:
We are looking for a dynamic and highly motivated VIP Account Manager to join our high-performing CRM & VIP team. This pivotal role is designed for a charismatic, data-driven, and customer-obsessed individual who will take full ownership of managing and growing a portfolio of high-value players in our English-speaking markets (primarily UK and Ireland).
As part of our elite customer management function, you will build close, trust-based relationships with our most valuable customers, acting not just as a representative of the brand, but as a trusted advisor and point of contact. You will also be instrumental in guiding VIPs through regulatory processes such as AML checks and Source of Funds requests—ensuring compliance without compromising service quality.
Duties and Responsibilities:
VIP Relationship Management
* Serve as the primary point of contact for a portfolio of high-value players.
* Build deep, personal relationships through frequent, meaningful, and highly tailored communication across all channels (calls, WhatsApp, email, in-person).
* Be a proactive and empathetic partner—offering players transparency, advice, and assurance throughout their journey.
Compliance Guidance & AML Support
* Confidently and professionally explain and guide customers through AML (Anti-Money Laundering) and Source of Funds (SOF) documentation processes.
* Help customers understand why these checks are required and assist in ensuring submissions are complete and timely.
* Work closely with the compliance and risk teams to ensure a seamless, compliant, and player-centric experience.
Retention & Value Optimization
* Develop and execute tailored retention strategies to drive increased activity, loyalty, and value from your VIPs.
* Design bespoke offers, reward packages, and personalized incentives in collaboration with CRM and promotions teams.
* Use data insights to detect risk of churn, identify upsell opportunities, and enhance player lifetime value.
Events & Hospitality
* Plan and host VIP customers at top-tier live events, both locally and abroad.
* Provide white-glove hospitality, ensuring guests feel valued and engaged throughout.
* Coordinate with events, marketing, and legal teams to deliver seamless experiences.
Internal Collaboration
* Act as a liaison between the VIP player and internal teams, ensuring operational alignment.
* Feed back player insights to improve product, customer journey, and service delivery.
* Maintain clear documentation of all player interactions and statuses in the CRM system.
Performance Monitoring
* Monitor VIP KPIs including revenue, retention, net deposits, and player activity.
* Generate insights and reports on your portfolio’s health and campaign performance.
* Take data-led actions to continuously improve engagement strategies.
Job Specifications :
Essential:
* English native speaker
* 2–4 years’ experience in a similar VIP Account Manager, CRM, or Player Relations role within the online gambling industry.
* Strong knowledge of regulated market environments, especially the UK.
* Clear understanding of AML, SOF, and responsible gambling practices, with the ability to explain these to customers in a confident and human way.
* Excellent relationship-building and communication skills—able to foster trust with demanding, high-value individuals.
* Solid grasp of betting and casino verticals with an understanding of VIP player psychology.
Desirable:
* Experience managing high-value customers in multiple geographies.
* Background or experience in handling compliance-related tasks (AML/SOF).
* Multilingual capabilities are a plus.
Personal Attributes
* Empathetic communicator with the maturity and discretion to handle sensitive financial conversations.
* Customer-obsessed mindset with a passion for hospitality and elite service.
* Flexible, responsive, and comfortable with non-traditional hours (some evening/weekend coverage required).
* Comfortable managing a mix of commercial goals and compliance responsibilities.
Our generous benefits package includes:
* Hybrid working
* Private Health Insurance
* Employee Wellbeing
* Learning and Development Programmes
* Staff social engagement activities
“GIMO is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
For more information on how we protect your personal data and process your application, please see our Recruitment Privacy Notice
Personal data are processed in accordance with EU and UK GDPR and our Privacy Policy, which is available here [ https://www.gimo.co.uk/gimo-privacy-policy/]. CVs are retained for 12 months, and we may contact you regarding other suitable roles during this period’’