Open to opportunities

Matsvei Martynovich

@matsveimartynovich

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VIP Manager specializing in high-touch client retention and compliance-focused service for iGaming VIP portfolios.

Poland

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What I'm looking for

I’m looking for a VIP/client-services role where I can drive retention through data-backed CRM work, ensure strict AML/KYC compliance, and coordinate cross-functionally to deliver consistently high-touch support.

I’m an experienced VIP Manager focused on client relationship management, high-level service delivery, and strategic planning. I bring a proven approach to meeting VIP KPIs through personalized, consistent service and careful monitoring of VIP activity.

In iGaming, I’ve managed a portfolio of high-value VIP clients, ensuring retention and satisfaction while using CRM tools and analytics dashboards to optimize performance. I’ve also identified, onboarded, and grew VIP portfolios using data-driven segmentation and proactive outreach, while flagging opportunities or risks and adjusting engagement strategies accordingly.

I’m equally strong on compliance and operational reliability—ensuring adherence to internal policies, AML, KYC, and responsible gaming regulations for VIPs. I prepare regular performance reports on VIP KPIs (including revenue, retention, and player value), and I’m comfortable coordinating with multiple departments to resolve issues quickly and professionally.

Experience

Work history, roles, and key accomplishments

VIP Manager (NDA)

IGAMING Company

Feb 2026 - Jun 2026 (4 months)

Managed a portfolio of high-value VIP clients, ensuring personalized service while meeting VIP service/retention KPIs. Monitored VIP activity and segment performance and maintained compliance with internal and regulatory requirements.

VIP Client Management Client Relationship Management Customer Retention KPI Tracking CRM Tools VIP Activity Monitoring Compliance Requirements Customer Loyalty

DutyVIP Manager

N1 Partners

Jun 2024 - Feb 2026 (1 year 8 months)

Supported VIP customer retention by maintaining detailed interaction records, ensuring follow-up and issue resolution. Coordinated communication between VIP clients and internal departments and resolved complaints to improve loyalty and repeat business.

Customer Retention VIP Client Management CRM Tools Issue Resolution Complaint Resolution Problem Solving

Customer Support

IGAMING Company

Mar 2023 - Apr 2024 (1 year 1 month)

Provided customer support by handling inquiries via live chat and email and resolving account, payments, and technical issues according to internal procedures. Coordinated with technical, payments, and compliance teams to ensure timely responses and service-level agreement (SLA) adherence.

Customer Support Live Chat Support Email Support Payments Support Technical Troubleshooting SLA Cross functional Coordination