About the Role
As a VIP Account Manager, you will be responsible for managing relationships with high-value players and collectors across digital collectibles, including Pokémon, sports cards, Magic: The Gathering, memorabilia, and other trading items.
Your role is to enhance engagement, satisfaction, and loyalty by providing a personalized and premium experience for VIP players. This includes proactive outreach, exclusive promotions, and exceptional service to maximize player retention and lifetime value. The role may require availability during evenings and weekends based on business needs. This role is fully onsite, as remote work is not possible for the position.
What You’ll Do
- You own the relationship. Build genuine, one-on-one relationships with your assigned VIP players through daily, personal communication - primarily via text, phone call, and email. You'll know your players better than anyone in the company.
- Design and execute VIP promotions, offers, and engagement strategies tailored to player preferences. Coordinate personalized gifting, exclusive perks, event invitations, and create memorable moments.
- Monitor player activity, analyze trends, and identify opportunities to enhance the VIP experience.
- Act as the primary problem solver. Take full ownership when players encounter issues - such as payout inquiries, technical glitches, or uncredited promotions - by escalating quickly, following through, and personally ensuring a complete resolution.
- Discuss collectibles and trading items with authority, covering Pokémon, sports cards, Magic: The Gathering, memorabilia, new releases, market trends, undervalued items, pack rips, grading reveals, and chase cards.
- Promote responsible gaming. Build a strong understanding of your players to identify when activity becomes unhealthy and proactively intervene. Responsible Social gaming is a top priority for us, and we expect you to treat it with the same commitment.
- Work cross-functionally with Marketing, CRM, and Product teams to align VIP initiatives with broader business goals.
Who You Are
- A strong relationship-builder who remembers key personal details.
- 2+ years in high-touch VIP account management, player development, iGaming, or luxury hospitality.
- Fluent in gaming and collectibles culture. You understand collectors and players across digital collectibles, Pokémon, sports cards, Magic: The Gathering, memorabilia, sweepstakes, casino, TCG, breaks, or adjacent areas. You speak the language because you've lived it.
- Self-motivated and autonomous, with a strong commitment to driving results and taking accountability.
- Adept at managing a large portfolio of active accounts with high attention to detail.
- Flexible and available to support business needs during non-standard hours, including nights and weekends.
- Highly discreet with strong professional judgment when dealing with confidential player data and sensitive scenarios.
- Data-driven, skilled at leveraging analytics and performance metrics to guide strategic decisions.
Nice to Have
- Prior experience at a sweepstakes, sportsbook, or online gaming operator.
- Deep familiarity with trading cards, breaks, pack rips, and the collectibles market.
- Experience with retention metrics, reinvestment strategy, or player value modeling.
- Familiarity with AI tools (Claude, ChatGPT, etc.) and a knack for using them to work smarter - drafting, summarizing, analyzing, automating the busywork.
Why You’ll Love this Role
- Competitive salary and benefits, healthcare, vision, dental, 401k, etc.
- Real ownership from day one - a small, senior team where your voice shapes the program.
- A front-row seat at one of the fastest-growing platforms in the space.
- The chance to build the kind of VIP program bigger operators can't: personal, fast, and actually fun.
How to Apply
Please submit your resume, links to social channels or video portfolios, direct links to TikTok and/or Instagram video content you’ve created (pack openings, card content, reactions, edits - personal or school projects are fine) and samples of recent content.
