VIP Agent

About the role

The VIP Agent will manage a portfolio of high‑value players for NEXA Group, acting as their main point of contact and delivering a personalised experience that drives long‑term engagement.

Key responsibilities

• Build and maintain strong, long‑term relationships with high‑value players through proactive communication.
• Monitor player behaviour, identify opportunities, and mitigate churn risks using data and portfolio insights.
• Determine appropriate rewards based on player activity and document the rationale.
• Collaborate with Customer Support, Payments, Compliance and CRM teams to ensure a smooth player experience.
• Handle complex, sensitive cases and contribute to the development of VIP processes.

Required profile

• Previous experience in VIP management, account management, customer success or a similar customer‑focused role.
• Experience in iGaming, online gaming, betting or a related industry is highly desirable.
• Strong commercial awareness and confidence in making reward decisions.
• Excellent written and spoken English with strong communication skills.
• Ability to work independently and as part of a wider team on a shift‑based schedule.

Required skills

• Comfortable working with data, player profiles and portfolio reports.
• Strong organisational skills with attention to detail.

What we offer

• Ownership of a VIP portfolio and direct impact on programme development.
• Opportunity to build relationships with high‑value customers.
• Collaboration with multiple teams in a fast‑paced, international environment.
• Career development within a growing organisation.