Head of VIP Department (iGaming)

About the Role

We are looking for an experienced Head of VIP Department to lead and develop our VIP function within a fast-growing international iGaming business.

In this role, you will be responsible for shaping the VIP strategy, managing and developing the VIP team, increasing player retention and lifetime value, and delivering an exceptional experience for high-value customers. The successful candidate will combine strong leadership skills with a deep understanding of VIP player behavior, retention strategies, and performance analytics.

Key Responsibilities

• Lead and develop the VIP Department, ensuring high standards of service and performance.
• Manage, mentor, and support a team of VIP Managers, setting goals and monitoring KPIs.
• Develop and implement VIP retention and loyalty strategies to maximize player value and engagement.
• Oversee communication with VIP players across multiple channels, including chats, calls, and personalized outreach.
• Monitor and analyze key VIP performance metrics, including Retention, Reactivation, Deposit Volume, GGR, NGR, ARPU, and LTV.
• Design personalized offers, bonus campaigns, and loyalty programs tailored to VIP segments.
• Handle complex VIP cases and escalations, ensuring timely and effective resolution.
• Collaborate closely with CRM, Retention, Customer Support, Product, and Marketing teams.
• Prepare regular performance reports and provide recommendations to improve VIP operations and results.
• Ensure service quality standards and internal procedures are consistently maintained.

Requirements

• Minimum 2 years of experience as a VIP Team Lead, VIP Supervisor, Head of VIP, or a similar leadership role within the iGaming industry.
• Strong understanding of VIP management, player retention, reactivation, and loyalty programs.
• Proven experience managing and developing teams.
• Hands-on experience with CRM systems and performance analytics.
• Strong understanding of key online casino performance metrics and player lifecycle management.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to make data-driven decisions and implement effective retention strategies.
• English level: Intermediate or higher.

Nice to Have

• Experience launching, building, or scaling a VIP Department.
• Experience working with High Rollers and other high-value player segments.
• Experience across multiple international markets.
• Strong understanding of VIP segmentation and personalized customer journey strategies.

What We Offer

• Competitive salary package.
• Opportunity to shape and influence the VIP strategy and player experience.
• International and dynamic work environment.
• Professional growth and career development opportunities.
• Involvement in the launch and expansion of new markets.

Location: Remote

Employment Type: Full-time