VIP Analyst

Description

Job Summary: Proactively manage a portfolio of VIP players, building genuine relationships and personalizing interactions to ensure retention and satisfaction. Key Highlights: 1. Dynamic, results-oriented environment 2. Ownership, autonomy, and accelerated learning 3. Building something big in digital entertainment **About Us** We are continuously evolving—strengthening our infrastructure, expanding our capabilities, and advancing to the next level of digital entertainment in Brazil. As pioneers, we move forward with ambition, technology, and a focus on scale. We operate in real time, with millions of decisions happening every second, and we seek people who want to grow alongside this journey. Here, you’ll find a dynamic, results-oriented environment where ownership, autonomy, and accelerated learning are part of daily life. We value those who leverage technology, embrace challenges, and aim to build something significant. If you want to join a company in continuous evolution—raising the bar and opening new opportunities—Apostou could be your next step. **Key Responsibilities** * Manage a VIP player portfolio through proactive and personalized contact via WhatsApp, e\-mail, and phone, based on behavior and preferences. * Monitor portfolio activity daily—sessions, deposits, bets, withdrawals, bonus balance—to identify early signs of churn risk. * Offer and negotiate bonuses, cashback, free bets, and personalized benefits within parameters defined by the VIP Manager. * Resolve VIP player issues and complaints with priority, coordinating internally to ensure rapid resolution. * Build genuine relationships with VIP players by understanding their playing styles and timing to personalize each interaction. * Record and document all contacts, offers, and relationship history in the CRM to ensure service continuity. * Identify players with potential for advancement into the VIP program and flag opportunities to the Manager. * Apply responsible gambling protocols for VIPs, identifying risky behavioral patterns and escalating when necessary. * Use CRM and analytics data to personalize outreach and identify the optimal timing for each interaction. * Stay updated on product news, campaigns, and promotions to communicate relevantly with VIP players. * Collect and report player feedback on platform and service experience to the VIP Manager for program improvement. * Meet transparent and proactive portfolio KPIs for retention, contact frequency, and VIP satisfaction. Requirements: **What We Expect From You** * CRM tools (Salesforce, Braze, iGaming systems) * Betting platform back\-office and intermediate Excel skills * WhatsApp Business and basic player behavior analysis * Minimum 3 years in high-value customer service, customer success, or VIP programs * Bachelor’s degree in Business Administration, Marketing, Public Relations, Communications, Hospitality, or related fields **Advantages That Will Set Your Application Apart:** * Experience in iGaming, casinos, luxury tourism, fintechs, or premium banking * Generative AI applied to customer relationship management * Advanced English (for serving international players) Benefits * iFood Benefits * Health Insurance * Dental Insurance * Commuting Support * Birthday Day Off * *Benefits applicable to CLT contracts* *If you seek challenges, continuous learning, and want to stand out by what you deliver, grow with us.* ***We’re excited to meet you!***