VIP Manager at Chaos Theory

, , Malta -

Full Time

Start Date

Immediate

Expiry Date

20 Apr, 26

Salary

0.0

Posted On

20 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

High-Touch Relationship Management, Flawless Communication Skills, Expert Negotiation Skills, Analytical Literacy, Agility, Client Management, Hospitality, Luxury Goods, Private Banking, Problem Solving, Customer Experience, Event Execution, Data Analysis, Team Collaboration, Customer Insights, Retention Strategies

Industry

Software Development

Description

We are looking for a VIP Manager to drive revenue growth by delivering a highly tailored, boutique service to our most valuable clients. Skillfully using a variety of communication methods, including in person meetings, you will build sustainable relationships by gathering insight and building trust. You will be a dedicated point of contact and face of the brand for your portfolio of elite customers. A problem solver and advocate for the player experience, you will have autonomy to spend from a reward budget to maintain the loyalty of clients and be accountable for the P&L of your portfolio. The Role You will be the hands-on owner of the VIP journey, from acquisition and onboarding to long-term retention. To succeed you will require coordination with multiple teams, and to carefully manage the balance between business risks and commercial considerations. Confidence in your ability to make quick decisions on prioritization is essential. A Day in the Life Your day starts with a deep dive into VIP engagement—tracking individual customer activity, identifying trends, and proactively reaching out to clients with tailored offers or a simple check-in to strengthen the bond. Mid-morning, you review the performance of your portfolio. You will use the latest client engagement data combined with the relevant soft facts you have built up through your relationship with customers to be able to communicate the story behind the financial performance to the rest of the business, and inform your ongoing strategy. Next, you act as the ultimate advocate. You collaborate with product, payments, and support teams to remove friction. If a VIP faces a technical issue or a payment delay, you step in personally to ensure a swift, "white-glove" resolution. Colleagues from marketing or product might present new promotions or improvements to the platform, use these opportunities to create positive engagements with clients. In the afternoon, it's a chance to connect with your clients in other timezones, consider the important dates or any other relevant talking points to pro-actively reach out. Inbound communications may be numerous, you will decide which require your urgent attention, which can be handled efficiently by customer support and those best escalated to leadership. With the most important and time pressured concerns squared off, you are now expected to provide input to our future VIP strategy - pitch new reward ideas, exclusive event concepts, or enhanced perks based on what your customers are telling you. As the day winds down, you might be finalizing travel arrangements for a VIP event or securing a dinner reservation for a top-tier client visiting town. You wrap up by ensuring your highest-priority customers are set for the weekend, feeling valued and prioritized. To succeed in this role, you’ll need: Proven experience in high-touch relationship management (client management , hospitality, luxury goods, or private banking). Flawless communication skills in English. You are as comfortable chatting with a high-net-worth individual in a hospitality suite as you are presenting to a senior director in person or over zoom. Expert negotiation and persuasion skills. You know how to balance "giving" (incentives) with "getting" (profitability). A "High-Touch" mindset. You understand that for VIPs, the small details, like remembering a birthday or a specific preference, are what build true loyalty. Analytical literacy. You can navigate CRM tools and data dashboards to track your portfolio's ROI and churn risk. Agility. You thrive in fast-paced environments and can pivot between deep administrative work and high-energy customer interaction. It’d be great but not necessary - if you also had: Experience in cryptocurrency or blockchain (understanding wallets and crypto-native behavior). Multilingual abilities A background in luxury concierge services or high-end sales. Experience executing exclusive events or gifting programs. You will be responsible for: Managing a High-Value Portfolio: Acting as the primary point of contact for VIPs to ensure 24/7 world-class service. Driving Retention & Growth: Implementing personalized retention plans to increase the lifetime value of your assigned accounts. Onboarding & Acquisition: Identifying potential high-value users and providing a seamless "red carpet" welcome to the platform. Service Recovery: Personally handling escalations or technical issues for VIPs to maintain trust. Event Execution: Assisting in the planning and hosting of exclusive online and offline VIP experiences. Feedback Loop: Relaying customer insights to the product and marketing teams to improve the overall VIP offering. Accountabilities (What you’ll likely be measured by): Portfolio Growth: Net revenue and turnover growth within your assigned VIP segment. Churn Rate: Successfully maintaining high retention levels and re-engaging "at-risk" customers. Response Time & Resolution: Efficiency in handling VIP requests and issues. Customer Sentiment: Qualitative feedback and loyalty scores from your assigned VIPs. Activity Rates: Ensuring a high percentage of your portfolio remains active and engaged. In exchange, we offer: A dynamic, collaborative, and ambitious work environment. Competitive compensation and performance-based incentives. Flexible working hours A team of 100+ globally representing over 20 countries - we’re multicultural and proud of it! We’d love to have you working in the European time zone, but the right person could work anywhere. We can't wait to hear from you.

Responsibilities

You will manage a high-value portfolio of VIP clients, ensuring world-class service and driving retention and growth through personalized plans. Additionally, you will handle escalations and collaborate with various teams to enhance the VIP experience.