VIP Relationship Management Officer (VIP REM Officer) - Thailand
Join a supportive team turning operations into growth: practical HR, Finance, and governance that scale responsibly, clear impact, steady development, competitive benefits.
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
Serve as the primary point of contact for assigned VIP players
Build and maintain strong, long-term relationships to maximize player loyalty and satisfaction
Communicate with VIP players via chat, Line, phone calls, and email
Deliver personalized support while maintaining professionalism, discretion, and empathy
Ensure VIP players receive a premium and seamless customer experience
Campaign Execution & Communication
Coordinate and execute personalized VIP campaigns, including bonus offers, cashback programs, rebates, and exclusive promotions
Ensure VIP players are fully informed and supported throughout campaign periods
Gather player feedback and collaborate with Marketing teams to improve engagement initiatives
Support retention and loyalty strategies through targeted communication and personalized offers
Player Monitoring & Retention
Monitor player activity, engagement trends, and behavioral patterns
Identify retention risks and proactively engage players before churn occurs
Reactivate inactive or dormant players through personalized outreach initiatives
Report suspicious activity to Risk and Fraud teams when necessary
Support KYC and player verification processes through effective communication and follow-up
Reporting & Documentation
Maintain accurate and up-to-date records of all player interactions and account activities
Prepare weekly summaries highlighting key activities, player trends, and opportunities
Support the preparation of daily, weekly, monthly, and yearly performance reports
Ensure CRM records and customer data remain accurate and compliant
Cross-Functional Collaboration
Collaborate closely with Customer Support, Retention, Risk, Payments, Product, and Marketing teams
Support acquisition, retention, and reactivation initiatives through coordinated outreach efforts
Contribute to campaign planning and VIP engagement strategies
Escalate player concerns and business opportunities to the appropriate stakeholders
What You Bring to the Team
Bachelor's Degree in Marketing, Business Administration, Communications, or a related field
1–2 years of experience in Customer Service, Account Management, CRM, VIP Management, or a similar customer-facing role
Previous experience within the online gaming, betting, or iGaming industry is required
Experience working with VIP or high-value customers is strongly preferred
Fluent in Thai with a good command of English, both written and verbal
Comfortable working with CRM systems, Microsoft Excel, and Google Sheets
Strong communication, relationship-building, and customer service skills
Ability to remain calm and professional in high-pressure situations
Strong analytical mindset with attention to detail
Good understanding of the Thailand market and player behavior
Self-motivated with strong accountability and ownership of responsibilities
Excellent organizational and multitasking abilities
Success Metrics
You will be measured on:
Player Retention Rate
Contactable Rate
Deposit Growth Following Engagement Activities
Campaign Participation Rate
Resolution Time for Player Issues
Quality of Activity Reports and Player Feedback
VIP Customer Satisfaction
CRM Data Accuracy and Compliance
Reactivation Performance
Why You'll Love Working With Us
Competitive compensation package aligned with your experience and contribution
Performance-based incentives and recognition programs
Health insurance coverage
Meal allowance
Professional growth and career development opportunities
Exposure to international teams and high-value customer portfolios
Dynamic and fast-paced working environment
Continuous learning and development support
Opportunity to directly impact customer loyalty, retention, and business growth
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.
- Division
- BUSINESS SUPPORT SOLUTIONS
- Department
- Marketing & Acquisition Department
- Locations
- Malaysia
- Employment type
- Full-time
- Job Category
- Non-Tech Job
About BUSINESS SUPPORT SOLUTIONS
As a strategic operations and back-office support hub, Business Support Solutions empowers organizations to operate with efficiency, clarity, and confidence. We deliver integrated services across Human Resources, Finance, and Strategic Governance, helping businesses streamline operations while maintaining full compliance and operational control.
Our HR Services combine modern HRIS technology with practical expertise to simplify recruitment, payroll administration, employee management, and performance tracking. By optimizing workforce processes and enhancing employee engagement, we enable organizations to attract, retain, and develop high-performing teams that scale sustainably.
Through our Finance Services, we provide accurate financial reporting, bookkeeping, auditing, and tax compliance supported by advanced financial tools and automation. From cash flow monitoring to cost optimization and forecasting, our finance solutions ensure transparency, stability, and data-driven decision-making across every stage of business growth.
In an increasingly complex regulatory environment, our Strategic Governance Services deliver expert advisory and operational support in governance, risk management, compliance, contract management, and cybersecurity. Our technology-driven approach strengthens organizational integrity while safeguarding business continuity and data protection.
Every solution we implement is designed to reduce operational complexity, improve accountability, and enable leadership teams to focus on innovation, expansion, and long-term success.
Business Support Solutions exists to transform back-office operations into strategic enablers of growth, creating smarter, more agile, and future-ready organizations.