VIP Account Manager

About BC Game

BC Game is one of the world's leading crypto-first gaming companies, behind a portfolio of platforms built on a simple belief: technology is a transformative force, and the future of online gaming belongs to those bold enough to build it. Since 2017, we have grown into a global community of millions of players, with more than 10,000 games and over 150 cryptocurrencies supported across our platforms.
What sets us apart is how we build. We set the standard for transparency and fairness through open-source code and provably fair games, and we move at pace, shipping constantly across casino, sports, and live entertainment. We are not here to follow the industry. We are here to shape it.
Above all, we are a team of builders, problem-solvers, and original thinkers from all over the world, united by the belief that the best products come from bringing different perspectives together. Now we are bringing that ambition to Melbourne, building a group of exceptional people who want to do the defining work of their careers, take real ownership, and shape global products from the ground up.
About the role
You will be the dedicated point of contact for our highest value players across our brands. Your focus is the relationship, not the ticket queue. You will build respect, anticipate needs, manage rewards, resolve issues, and go above and beyond to make every VIP player feel genuinely looked after. You will own a book of players and be accountable for their experience, retention, and satisfaction. Our players are active around the clock, so the team works a structured shift roster to make sure they always have someone in their corner. It will suit someone who reads people well and takes real pride in the relationships they build.

What you will do
Player relationshipsOwn and manage a portfolio of VIP players as their primary relationship managerGo above and beyond for your players, building relationships based on respect that keep them coming backProactively engage players during their active hours, anticipating needs before they ariseRead player behaviour and emotional state, and respond to the person, not just the requestHost VIP events and hospitality experiences that bring players closer to our brands
Rewards and retentionManage personalised bonuses and rewards within approved guidelinesManage personalised bonuses and rewards within approved guidelinesDrive retention and win-back, identifying churn risk early and acting on itIdentify opportunities to grow customer value and long-term loyalty
Issue resolution and collaborationResolve player issues end to end, coordinating with Customer Support, Risk, Finance, Trading, and Responsible GamblingCollaborate with teams across the business to deliver a seamless and consistent customer experience
What you bring
Prior experience as a VIP host, player relationship manager, or in high-value customer management within iGaming, online casino, or sports betting is essentialA genuine understanding of high-value players and the etiquette of handling large accountsStrong empathy and emotional intelligence, with the composure to manage demanding playersA self-motivated, goal-oriented approach, taking full ownership of your player bookStrong time management, with the ability to juggle priorities and work well under pressureExcellent communication skills in EnglishExperience managing sensitive customer matters with professionalism and discretionAn understanding of compliance, risk management, and responsible gambling requirementsExperience with customer acquisition, retention, or reactivation campaignsWillingness to work on a structured shift rosterFull Australian working rights
What would set you apart
Additional languages, for building relationships with players around the worldAn understanding of crypto and how our players use itExperience with VIP or CRM tools and player analytics
What we offer
Competitive salary with a performance bonus, reviewed annuallyReal ownership and career progression as you build and grow your own book of playersLearning and development budget for courses, certifications, and conferencesAnnual leave, plus a birthday day off, wellness days, marriage and graduation leave, a day for your child's first school day, and extra leave that grows with tenureHealth and wellbeing support to look after you in and out of workBrand new, central Melbourne office, stocked with snacks and drinksTeam lunches and regular company events
Inclusion and access
BC Game is an equal opportunity employer. We welcome applicants of every background, identity, and experience, because we believe the best teams are built from different perspectives. If you need any adjustments to take part in the process, please let us know.