VIP Host

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