Open to opportunities

José Alberto

@josalberto

VIP account manager in iGaming, improving retention and reactivation through data-driven CRM and bonus campaign strategy.

Russian Federation

Message

What I'm looking for

I’m looking for a remote full-time role or freelance contracts where I can own VIP account management, player retention, and CRM operations—combining high-volume player support with strategic segmentation and reactivation to drive measurable retention and ROI.

I’m a VIP Account Manager with 3+ years of experience in iGaming across casino and sportsbook. In a full hybrid setup, I handle high-volume direct support (chat and calls) while also owning strategic VIP portfolio management—reactivation, middle desk activities, and senior segmentation—to protect lifetime value. I’ve delivered proven results, including 92% retention, 15–20% quarterly reactivation, and 1:6.5 ROI on bonus campaigns.

I build and operate CRM processes using Bitrix24, Jira, and Confluence, turning player behavior into actionable lifecycle decisions. My work includes churn monitoring that reduced VIP cancellation by 18%, segmentation that improved personalized offer effectiveness by 25%, and reactivation automation that saved 15 hours per month while increasing return rate by 12%. I’m now seeking a remote full-time role or freelance contracts in VIP account management, player retention, or CRM operations.

Experience

Work history, roles, and key accomplishments

VIP Account Manager

iGaming Operator (Casino & Sportsbook)

May 2023 - Mar 2025 (1 year 10 months)

Managed a VIP casino & sportsbook portfolio (250–500 players), achieving 92% VIP retention over 12 months and reactivating 15–20% of inactive VIPs each quarter through personalized campaigns. Handled 80+ outbound calls per day and used Bitrix24, Jira, and Confluence for CRM, KPI tracking, and player segmentation.