VIP Host - English and Mandarin Speaking

Role Overview

We are looking for a proactive and relationship-focused VIP Host to deliver a high-touch and personalized experience for our UK-based VIP players.

In this role, you will build long-term player relationships, manage regular outbound communications, support VIP engagement programs, and work closely with our global teams to improve player satisfaction and retention.

As the role involves frequent collaboration with Chinese-speaking internal stakeholders, professional working proficiency in both English and Mandarin Chinese is required.

Employment Details

• Employment type: Full-time, permanent
• Working model: Fully remote, with no regular office attendance required
• Location requirement: Candidates must be based in UK
• Working hours: Monday to Friday, 9:00 a.m. to 6:00 p.m., including a one-hour break. Employees may choose when to take the break within the working day, subject to operational requirements.
• Annual salary: £37,000–£44,000, depending on experience
• Performance bonus: Additional monthly and annual performance-based bonuses
• Visa sponsorship: Applicants must already have the right to work in the UK. This role is not currently eligible for visa sponsorship.

Key Responsibilities

• Build and maintain strong relationships with UK-based VIP players through frequent and personalised communication across approved channels, including SMS, in-app chat and email.
• Deliver a high-touch, engaging and responsive player experience, ensuring VIP players feel valued and well supported.
• Monitor player activity and engagement patterns, identify potential churn signals and take timely action to support player retention.
• Conduct regular outbound engagement, including player check-ins, event invitations and personalised interactions.
• Handle player enquiries, feedback and complaints with empathy and professionalism, working towards positive and appropriate resolutions.
• Support the delivery of VIP programmes, including promotions, rewards, events and exclusive benefits.
• Meet agreed daily and weekly outreach and interaction targets while maintaining a strong focus on communication quality and player satisfaction.
• Accurately document player interactions, preferences and feedback in the relevant internal systems.
• Communicate player feedback, operational updates and business insights clearly to Chinese-speaking internal stakeholders.
• Collaborate with Product, Marketing, Operations and other relevant teams to provide a consistent and seamless player experience.
• Follow internal policies relating to player communications, data protection, confidentiality and professional conduct.

Required Qualifications

• At least one year of experience in outbound engagement, CRM, customer relationship management, account management or a related role.
• Proven experience building long-term relationships with high-value customers and contributing to measurable retention, engagement or revenue outcomes.
• Strong analytical and data interpretation skills, with the ability to use metrics, dashboards and CRM tools to inform day-to-day decisions.
• Excellent written and verbal English communication skills, with the ability to communicate clearly, professionally and naturally with UK-based players.
• Professional working proficiency in Mandarin Chinese, with the ability to communicate effectively with Chinese-speaking internal stakeholders in meetings, written correspondence and day-to-day collaboration.
• A proactive, self-motivated and detail-oriented approach, with a strong sense of ownership and a results-focused mindset.
• Ability to manage regular outbound communications and multiple player relationships in an organised and responsive manner.
• Proficiency in Microsoft Office, CRM platforms and internal communication tools.

Preferred Qualifications

• Experience in mobile gaming, online entertainment or another digital consumer industry where user engagement and lifetime value are key success measures.
• Previous experience in VIP management, CRM marketing, player retention, customer success or account management, with measurable business impact.
• A bachelor’s degree in Business, Marketing, Communications or a related field, or equivalent relevant professional experience.
• A strong understanding of player motivation, consumer behavior and personalised engagement strategies.

Compensation and Benefits

• Annual salary of £37,000–£44,000, depending on experience
• Additional monthly performance-based bonus
• Additional annual performance-based bonus
• 28 days of paid annual leave, inclusive of UK bank holidays
• Workplace pension contributions of 3% from the employer and 5% from the employee, subject to applicable auto-enrolment rules
• Fully remote working, with no regular office attendance required