VIP Relationship Manager (Senior Officer)- Vietnam

As a strategic operations and business support partner, Business Support Solutions helps organizations simplify complexity and operate with confidence. Through integrated HR, Finance, and Strategic Governance services, we enable businesses to unlock efficiency, maintain compliance, and scale sustainably across global markets.

We don’t just support operations, we transform them into strategic drivers of growth, performance, and long-term success.

If your organization is seeking smarter processes, expert support, and technology-driven solutions, this is where operational excellence begins.

Why We Need You

As a VIP Relationship Manager (Senior Officer) , you will be responsible for managing and developing relationships with high-value VIP clients across the Vietnam market. You will serve as the primary point of contact for VIP customers, ensuring an exceptional customer experience while supporting retention, engagement, and revenue growth initiatives.

This role requires a customer-focused professional with excellent communication skills, strong relationship management capabilities, and the ability to deliver personalized service in a fast-paced and performance-driven environment.

What You'll Be Doing

VIP Client Relationship Management

• Serve as the primary point of contact for VIP clients through chat, phone calls, and other communication channels

• Build, maintain, and strengthen long-term relationships with high-value customers

• Deliver exceptional customer service and ensure a premium VIP experience

• Handle client inquiries, requests, and concerns professionally and efficiently

• Monitor customer feedback and proactively identify opportunities for service improvement

• Ensure VIP customer satisfaction and long-term loyalty

Marketing & Retention Support

• Support the execution of retention and engagement campaigns targeted at VIP players

• Assist in promoting personalized offers, rewards, and promotional activities

• Gather customer feedback and insights to support marketing strategy development

• Collaborate with Retention, Acquisition, Product, Finance, and Customer Support teams to improve customer engagement

• Help monitor campaign effectiveness and customer participation

Reporting & Performance Monitoring

• Maintain accurate records of customer interactions and account activities

• Track VIP engagement, retention, and campaign performance metrics

• Prepare reports and provide recommendations for improving customer satisfaction and loyalty

• Ensure CRM records remain updated and accurate

Cross-Functional Collaboration

• Liaise with internal departments to resolve customer issues efficiently

• Collaborate with Marketing, Acquisition, Customer Support, Finance, and Product teams

• Escalate high-priority issues and opportunities appropriately

• Contribute to initiatives designed to improve the VIP customer journey

What You Bring to the Team

• College Degree preferred

• Proven experience in Customer Service, VIP Management, Account Management, Relationship Management, or a similar customer-facing role

• Experience working with VIP, premium, or high-net-worth clients is highly preferred

• Strong understanding of customer engagement and retention principles

• Experience within the iGaming, online gaming, betting, hospitality, luxury services, fintech, or similar industries is considered an advantage

• Familiarity with CRM systems and digital communication platforms

• Excellent verbal and written communication skills in Vietnamese

• English communication skills are considered a strong advantage

• Strong interpersonal and relationship-building skills

• Ability to work independently and collaboratively within a team environment

• Strong multitasking, organizational, and time-management abilities

• Proactive, customer-centric, and solution-oriented mindset

Success Metrics

You will be measured on:

• VIP Customer Satisfaction

• VIP Retention Rate

• Customer Engagement Levels

• Campaign Participation Rate

• Customer Response Time

• SLA Compliance

• Accuracy of CRM Records

• Customer Feedback and Service Quality Scores

• Revenue Contribution from Managed VIP Accounts

Why You'll Love Working With Us

• Competitive compensation package aligned with your experience and contribution

• Performance-based incentives and recognition programs

• Health insurance coverage

• Meal allowance

• Professional and career development opportunities

• Exposure to international projects and high-value customer portfolios

• Collaborative and supportive working environment

• Opportunity to make a direct impact on customer loyalty and business growth

• Dynamic and fast-growing organization with clear career progression opportunities

Position: VIP Relationship Manager (VIP REM Senior)
Location: Vietnam
Department: Marketing & Acquisition
Employment Type: Full-Time
Band Level: Senior Officer
Reporting To: VIP REM Team Leader
Work Schedule: 9 hours per day, 5 days per week, including weekends and public holidays as required by business needs.
Market Focus: Vietnam Market.