Ievgen

Ievgen Zavidovych
VIP Management / Team Lead (iGaming & Crypto)

Contact Information
📍 Based in Bulgaria | Open to remote work in Tier-1 markets
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🔗 LinkedIn

Profile

Seasoned Retention Leader and VIP Manager with 4+ years of experience in iGaming and crypto casino
operations. Proven ability to lead teams, build loyalty programs, drive ARPPU growth, and retain high-value
customers through data-driven strategies and deep player empathy. Skilled in managing player relationships
across global markets - from CIS to Tier-1 regions. Strong background in customer lifecycle management,
upselling, KPI ownership, and process optimization.

Key Achievements

●​ Boosted monthly revenue by 34% by leading a high-performance sales and VIP team
●​ Designed and implemented a loyalty program that increased retention by 25% within six months
●​ Built and optimized cross-channel VIP engagement (chat, calls, social, email) - reducing churn and lifting
LTV
●​ Mentored and scaled a 15-person team across time zones while improving OKR alignment
●​ Maintained 90%+ satisfaction rates through proactive customer service and issue resolution

Core Competencies

●​ VIP Relationship Management
●​ Retention Strategy & Churn Reduction
●​ ARPPU / LTV / CRR / NPS Optimization
●​ Team Leadership & Coaching
●​ Customer Lifecycle Management
●​ Cross-Channel Communication
●​ Upselling & Loyalty Programs
●​ Product Feedback & Feature Adoption
●​ CRM Tools: Zendesk, Intercom, LiveChat
●​ KPI/OKR Execution
●​ Multicultural Stakeholder Collaboration
Professional Experience

Retention & VIP Manager (NDA)​
Jan 2024 - Present | Remote​
Crypto Casino (similar to Stake.com)

●​ Manage VIP portfolio: deliver white-glove service to top-tier players, with focus on engagement and
ARPPU
●​ Create personalized offers, oversee communication (email, chat, calls, messengers), and track retention
metrics
●​ Collaborate with product/marketing teams to optimize revenue through targeted incentives
●​ Handle escalations, resolve complex cases across departments, and ensure a high-touch experience
●​ Monitor KPIs including player satisfaction, spend behavior, churn signals, and upselling results​

Customer Support & VIP Manager (NDA)​
Dec 2023 - Jan 2024 | Remote

●​ Supported operations for a global crypto casino, ensuring player satisfaction across VIP and general user
base
●​ Provided account management, onboarding support, and fast-track issue resolution
●​ Engaged with players across social and messaging platforms to ensure continuous interaction and loyalty​

Team Lead – Retention, Customer Support, VIP (NDA Gambling)​
2021 - 2023 | Hybrid / Remote

●​ Led 15-member cross-functional team across support, sales, and VIP engagement
●​ Co-created process documentation, training plans, and onboarding for new hires
●​ Developed player engagement tactics and managed high-value accounts
●​ Improved floor-level operations (chat flow, ticket triage) and implemented OKR-driven improvements
●​ Interacted with product/dev teams to provide customer feedback and initiate service enhancements​

Education

Kiev National Linguistic University​
Master’s in Management of Organizations and Administration (2007 - 2012)​
Faculty of Economics and Law

Languages

●​ English - Advanced
●​ Russian - Native
●​ Ukrainian - Native

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