VIP Manager (Spanish Speaking)

Who are we?

Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We're here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.

The Role:

The VIP Manager will be responsible for managing direct communication with VIP clients via WhatsApp, ensuring a secure, human, and personalized experience. This role is deeply data-driven and legally compliant, with the goal of increasing customer loyalty, retention, and lifetime value (LTV).

The VIP Manager will report operationally to the CRM Manager and work closely with the Legal, Data, and Product teams to ensure campaign effectiveness and regulatory alignment.

We are looking for someone who combines empathy, operational rigor, and strategic insight. A relationship builder who will represent our brand with warmth and intelligence, while staying firmly aligned with compliance and data-driven strategy.

Key Responsibilities:

• Client Communication:
  • Send informative and promotional messages based on segmentation and consent status, using pre-approved templates.
  • Ensure full traceability of all messages (timestamp, type, justification, sender).
• Eligibility Validation:
  • Review Tableau dashboards (CAGE-ES) daily.
  • Check all eligibility filters in the CAGE system before contacting a client.
  • Verify exclusions: self-exclusion, blocks, cooldowns, risk levels, age, and KYC status.
• VIP Engagement Strategy:
  • Identify personalization opportunities based on player behaviour and preferences.
  • Provide warm, professional communication that reflects the brand's premium positioning.
• Regulatory Compliance:
  • Ensure that only clients with explicit WhatsApp consent are contacted.
  • Respect all legal, regulatory, and ethical exclusions (e.g., under 26, in pause mode, risk-flagged, etc.).
  • Maintain audit-proof records of all interactions and justifications.
• Internal Collaboration:
  • Work with Legal to validate message templates and communication flows.
  • Coordinate with CRM and Data teams for performance monitoring and client segmentation.
  • Participate in structured training sessions on tools (CAGE, Tableau), legal frameworks, and communication guidelines.

Requirements:

• Communication: Outstanding written communication skills, warm and professional tone, clarity and adaptability.
• VIP Customer Experience: Proven experience in managing high-value clients with discretion, empathy, and proactive support.
• Analytical Thinking: Ability to interpret dashboards (e.g., Tableau), evaluate customer data, and act based on insights.
• Legal Awareness: Sensitivity to compliance, data protection, and responsible gambling policies.
• Tools & Tech: Familiar with CAGE, CRM platforms, WhatsApp Business/API, and reporting tools like Tableau.
• Organizational Skills: Diligent in following procedures and documenting communication history.
• Languages: Native Spanish, fluent in English (B2+ minimum); other languages are a plus.
• Values & Attitude: Discreet, proactive, reliable, service-oriented, and empathetic with strong ethical standards.

What we Offer:

• Attractive remuneration package;
• Health Insurance;
• Wellness benefit (after probation);
• Optician/Spectacle and Blue Lens Benefit (after probation);
• Breakfast/lunch all week;
• Monthly snacks allowance;
• Training support;
• Refer a friend bonus;
• Modern office facilities;
• Exciting Company Events;
• Relocation package (if applicable).

You should not apply if ...

• You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We`re looking for team members who will put in the work that others won't.
• You cannot take constructive feedback.
• You can't handle stress and pressure.
• You have the mindset of "Quick Money", this is a marathon, not a sprint.
• You do not embody our core values.