At a Glance
- Tasks: Build strong relationships with VIP players and deliver personalised experiences.
- Company: Join a dynamic team focused on player engagement in the gaming industry.
- Benefits: Enjoy a competitive salary, performance bonuses, and 28 days of paid leave.
- Other info: Fully remote role with flexible working hours and great career growth potential.
- Why this job: Make a real impact by enhancing player satisfaction and retention.
- Qualifications: Experience in customer relationship management and excellent communication skills required.
The predicted salary is between 37000 - 44000 £ per year.
Role Overview
We are looking for a proactive and relationship-focused VIP Host to deliver a high-touch and personalized experience for our UK-based VIP players.
In this role, you will build long-term player relationships, manage regular outbound communications, support VIP engagement programs, and work closely with our global teams to improve player satisfaction and retention.
- Employment Details
- Employment type: Full-time, permanent
- Working model: Fully remote, with no regular office attendance required
• Location requirement
- Candidates must be based in UK
- Working hours: Monday to Friday, 9:00 a. m. to 6:00 p. m., including a one-hour break.
Employees may choose when to take the break within the working day, subject to operational requirements.
- Annual salary: £37,000–£44,000, depending on experience
- Performance bonus: Additional monthly and annual performance-based bonuses
- Visa sponsorship: Applicants must already have the right to work in the UK.
This role is not currently eligible for visa sponsorship.
Key Responsibilities
- Build and maintain strong relationships with UK-based VIP players through frequent and personalised communication across approved channels, including SMS, in-app chat and email.
- Deliver a high-touch, engaging and responsive player experience, ensuring VIP players feel valued and well supported.
- Monitor player activity and engagement patterns, identify potential churn signals and take timely action to support player retention.
- Conduct regular outbound engagement, including player check-ins, event invitations and personalised interactions.
- Handle player enquiries, feedback and complaints with empathy and professionalism, working towards positive and appropriate resolutions.
- Support the delivery of VIP programmes, including promotions, rewards, events and exclusive benefits.
- Meet agreed daily and weekly outreach and interaction targets while maintaining a strong focus on communication quality and player satisfaction.
- Accurately document player interactions, preferences and feedback in the relevant internal systems.
- Communicate player feedback, operational updates and business insights clearly to Chinese-speaking internal stakeholders.
- Collaborate with Product, Marketing, Operations and other relevant teams to provide a consistent and seamless player experience.
- Follow internal policies relating to player communications, data protection, confidentiality and professional conduct.
- Required Qualifications
- At least one year of experience in outbound engagement, CRM, customer relationship management, account management or a related role.
- Proven experience building long-term relationships with high-value customers and contributing to measurable retention, engagement or revenue outcomes.
- Strong analytical and data interpretation skills, with the ability to use metrics, dashboards and CRM tools to inform day-to-day decisions.
- Excellent written and verbal English communication skills, with the ability to communicate clearly, professionally and naturally with UK-based players.
- A proactive, self-motivated and detail-oriented approach, with a strong sense of ownership and a results-focused mindset.
- Ability to manage regular outbound communications and multiple player relationships in an organised and responsive manner.
- Proficiency in Microsoft Office, CRM platforms and internal communication tools.
- Preferred Qualifications
- Experience in mobile gaming, online entertainment or another digital consumer industry where user engagement and lifetime value are key success measures.
- Previous experience in VIP management, CRM marketing, player retention, customer success or account management, with measurable business impact.
- A bachelor’s degree in Business, Marketing, Communications or a related field, or equivalent relevant professional experience.
- A strong understanding of player motivation, consumer behavior and personalised engagement strategies.
Compensation and Benefits
- Annual salary of £37,000–£44,000, depending on experience
- Additional monthly performance-based bonus
- Additional annual performance-based bonus
- 28 days of paid annual leave, inclusive of UK bank holidays
- Workplace pension contributions of 3% from the employer and 5% from the employee, subject to applicable auto-enrolment rules
- Fully remote working, with no regular office attendance required
VIP Host employer: Avia
Join a dynamic and innovative company that prioritises employee satisfaction and growth, offering a fully remote working environment that allows for flexibility and work-life balance. As a VIP Host, you will be part of a supportive culture that values relationship-building and personal development, with competitive salaries and performance bonuses to reward your contributions. With opportunities to collaborate with global teams and engage with high-value players, this role provides a meaningful and rewarding career path in the exciting world of online entertainment.
