VIP Relationship Management Officer (VIP REM Officer) - Thailand

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 Management Officer (VIP REM Officer) , you will be responsible for managing relationships with high-value players across the Thailand market. You will play a key role in customer engagement, retention, and reactivation by delivering exceptional personalized service and ensuring VIP players receive a premium customer experience.

This role requires a proactive, detail-oriented professional who enjoys building long-term relationships, understanding player behavior, and driving loyalty through tailored communication and engagement strategies.

What You'll Be Doing

VIP Relationship Management

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Serve as the primary point of contact for assigned VIP players

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Build and maintain strong, long-term relationships to maximize player loyalty and satisfaction

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Communicate with VIP players via chat, Line, phone calls, and email

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Deliver personalized support while maintaining professionalism, discretion, and empathy

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Ensure VIP players receive a premium and seamless customer experience

Campaign Execution & Communication

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Coordinate and execute personalized VIP campaigns, including bonus offers, cashback programs, rebates, and exclusive promotions

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Ensure VIP players are fully informed and supported throughout campaign periods

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Gather player feedback and collaborate with Marketing teams to improve engagement initiatives

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Support retention and loyalty strategies through targeted communication and personalized offers

Player Monitoring & Retention

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Monitor player activity, engagement trends, and behavioral patterns

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Identify retention risks and proactively engage players before churn occurs

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Reactivate inactive or dormant players through personalized outreach initiatives

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Report suspicious activity to Risk and Fraud teams when necessary

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Support KYC and player verification processes through effective communication and follow-up

Reporting & Documentation

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Maintain accurate and up-to-date records of all player interactions and account activities

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Prepare weekly summaries highlighting key activities, player trends, and opportunities

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Support the preparation of daily, weekly, monthly, and yearly performance reports

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Ensure CRM records and customer data remain accurate and compliant

Cross-Functional Collaboration

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Collaborate closely with Customer Support, Retention, Risk, Payments, Product, and Marketing teams

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Support acquisition, retention, and reactivation initiatives through coordinated outreach efforts

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Contribute to campaign planning and VIP engagement strategies

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Escalate player concerns and business opportunities to the appropriate stakeholders

What You Bring to the Team

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Bachelor's Degree in Marketing, Business Administration, Communications, or a related field

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1–2 years of experience in Customer Service, Account Management, CRM, VIP Management, or a similar customer-facing role

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Previous experience within the online gaming, betting, or iGaming industry is required

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Experience working with VIP or high-value customers is strongly preferred

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Fluent in Thai with a good command of English, both written and verbal

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Comfortable working with CRM systems, Microsoft Excel, and Google Sheets

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Strong communication, relationship-building, and customer service skills

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Ability to remain calm and professional in high-pressure situations

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Strong analytical mindset with attention to detail

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Good understanding of the Thailand market and player behavior

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Self-motivated with strong accountability and ownership of responsibilities

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Excellent organizational and multitasking abilities

Success Metrics

You will be measured on

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Player Retention Rate

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Contactable Rate

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Deposit Growth Following Engagement Activities

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Campaign Participation Rate

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Resolution Time for Player Issues

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Quality of Activity Reports and Player Feedback

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VIP Customer Satisfaction

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CRM Data Accuracy and Compliance

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Reactivation Performance

Why You'll Love Working With Us

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Competitive compensation package aligned with your experience and contribution

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Performance-based incentives and recognition programs

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Health insurance coverage

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Meal allowance

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Professional growth and career development opportunities

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Exposure to international teams and high-value customer portfolios

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Dynamic and fast-paced working environment

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Continuous learning and development support

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Opportunity to directly impact customer loyalty, retention, and business growth

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Collaborative culture with strong cross-functional teamwork

Position: VIP Relationship Management Officer (VIP REM Officer) Location: Thailand Department: VIP REM Marketing Employment Type: Full-Time Reporting To: VIP Team Leader / VIP Manager Work Schedule: Rotating shifts, including weekends and Thai public holidays Market Focus: Thailand Market

Probation KPIs: Player Retention Rate, Contactable Rate, Deposit Growth Post Engagement, Campaign Participation Rate, Resolution Time for Player Issues, Activity Reporting Quality, and Player Feedback Quality.