Mykyta

SHEVCHENKO MYKYTA
iGaming Account Manager | Operator Partner Growth & Commercial Relations
[відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») (WhatsApp) | Cluj-Napoca, Romania | Open to Remote Europe

SUMMARY

Commercially driven iGaming Account Manager with 2+ years of experience managing operator and client portfolios,
driving revenue growth, and building strong partner relationships across the online casino industry. Skilled in running
business reviews, identifying upsell and cross-sell opportunities, and using CRM and reporting tools to monitor account
performance and KPIs. Experienced working with British clients and international operator stakeholders in fast-paced,
remote iGaming environments. Strong knowledge of casino products, game content, aggregators, bonus systems, KYC,
payment methods, PSPs, and promotions.
Confident managing multiple partner accounts and priorities, identifying growth opportunities, resolving issues, and
coordinating with Product, Marketing, Operations, Compliance, and Finance teams. Commercially minded, analytical,
proactive, and comfortable working in remote international teams; open to travel for partner meetings and industry
events.

CORE COMPETENCIES

▪ Operator Portfolio & Account Management ▪ Bonus & Promotion Management
▪ Commercial Relationship & Revenue Growth ▪ KYC / Player Verification Processes
▪ Business Reviews & Performance Planning ▪ Payment Methods & PSPs
▪ Upselling & Cross-Selling Strategy ▪ Stakeholder & Cross-Functional Collaboration
▪ Partner Negotiations & Commercial Strategy ▪ Issue Resolution & Escalation
▪ KPI Tracking, Reporting & BI Dashboards ▪ International / British Market Communication
▪ CRM & Customer Lifecycle Management ▪ Excel / Google Sheets / Reporting Tools
▪ Online Casino Products, Game Content & Aggregators ▪ Market & Competitor Awareness

PROFESSIONAL EXPERIENCE

Account Manager / CRM Specialist — iGaming / Online Casino Feb 2026 – Present
SoftSvit, Ukraine (Remote)
▪ Managed a portfolio of client and lead relationships within an online casino / iGaming environment, acting as the main
commercial point of contact and driving account satisfaction and retention.
▪ Built and maintained strong relationships with English-speaking and British clients and stakeholders, adapting
communication style to different partner needs to support account growth.
▪ Identified opportunities to improve engagement, retention, and account value through proactive communication,
personalized support, and early upsell/cross-sell recommendations.
▪ Ran ongoing account reviews using CRM systems, tracking communication history, account status, and recurring
requests to inform commercial decisions and follow-up actions.
▪ Analyzed customer and account data in CRM to identify performance trends, behavioral patterns, and opportunities for
improved service and commercial results, supporting KPI monitoring.
▪ Consulted clients on bonus mechanics, promotional offers, KYC/verification procedures, and payment methods,
coordinating solutions with internal teams.
▪ Coordinated cross-functionally with Customer Support, CRM, Operations, Payments, and Compliance teams to resolve
issues and deliver timely solutions for partners.
▪ Kept clients informed of new promotions, bonus campaigns, product updates, and operational changes, ensuring
accurate, timely communication of commercial initiatives.
▪ Developed in-depth commercial understanding of the relationship between operators, players, CRM activity, payment
providers/PSPs, promotional mechanics, and compliance requirements.

Retention Account Manager | iGaming / Online Gambling | European Markets Oct 2024 – Dec 2025
iGaming Company (Confidential)
▪ Managed and developed a portfolio of existing players across European iGaming markets, focusing on player retention,
engagement, reactivation, and long-term customer value.
▪ Built and maintained strong relationships with players through personalised communication, proactive follow-ups, and
tailored retention strategies based on player behaviour and activity.
▪ Worked with both active and inactive player segments, identifying churn risks and implementing targeted reactivation
campaigns to increase engagement and reduce player attrition.
▪ Managed leads and player accounts throughout the customer lifecycle, from initial contact and conversion through
ongoing retention and reactivation.
▪ Created and administered personalised bonus offers, including reload bonuses, cashback, free spins, deposit incentives,
and other promotional campaigns in line with player activity and retention objectives.
▪ Monitored player behaviour, deposit activity, wagering patterns, bonus usage, and overall engagement to identify
opportunities for personalised offers and retention actions.
▪ Processed and followed up on player withdrawal and payment requests, coordinating with relevant internal teams to
ensure timely resolution of payment-related issues.
▪ Worked extensively with CRM systems to maintain accurate player profiles, track communication history, manage tasks,
segment players, and monitor retention activities.
▪ Maintained detailed records of player interactions, offers, account activity, and follow-up actions to ensure a consistent
and personalised customer experience.
▪ Collaborated closely with VIP, Payments, Risk & Fraud, Customer Support, and other operational teams to resolve
account-related issues and provide an efficient end-to-end player experience.
▪ Handled player queries and complaints professionally, taking ownership of issues and working towards timely and
commercially appropriate resolutions.
▪ Conducted proactive outbound communication with high-value, potentially churned, and recently inactive players to
drive re-engagement and repeat deposits.
▪ Analysed individual player performance and engagement data to determine the most relevant retention approach and
optimise bonus allocation.
▪ Followed internal responsible gambling, AML, KYC, and compliance procedures when managing player accounts and
promotional activity.
▪ Worked in a fast-paced, KPI-driven environment with a strong focus on retention rate, reactivation, player engagement,
deposit activity, and overall customer lifetime value.
▪ Contributed to the continuous improvement of retention processes by identifying recurring player issues,
communication patterns, and opportunities to improve the customer journey.
Senior Sales Manager — B2B Commercial Accounts Sep 2020 – Aug 2024
GlobalSoft, Ukraine
▪ Managed the full commercial account cycle — lead qualification, needs analysis, proposal development, negotiation,
and contract closing — for a portfolio of B2B clients.
▪ Acted as primary commercial point of contact, building and growing long-term client relationships and identifying
opportunities for further cooperation and account expansion.
▪ Translated client business and technical requirements into tailored product and service solutions in cooperation with
Product, Development, and Delivery teams.
▪ Prepared commercial proposals, business cases, presentations, and solution overviews to support negotiations and
revenue growth.
▪ Managed CRM system, sales pipeline, and follow-ups, ensuring accurate account information and visibility of commercial
activity and KPIs.
▪ Supported commercial negotiations, pricing discussions, and contract terms to achieve mutually beneficial, revenue-
positive outcomes.

EDUCATION

Master of International Economics and Marketing Sep 2017 – Jun 2019
Taras Shevchenko National University of Kyiv
IT Project Manager — Coursework Feb 2026
Genius.Space
LANGUAGES
English — Fluent | Ukrainian — Native | Russian — Fluent | Romanian — B1