VIP Operations Manager

We are looking for a data-driven, detail-oriented VIP Operations Manager to act as the analytical engine behind our VIP operations team. While this role does not involve direct team management, you will work closely alongside the Team Lead and Head of VIP to ensure optimal performance of the VIP department through real-time monitoring, reporting, testing, and insights.

This is a highly operational role with a strong focus on analytics, process optimization, and cross-functional collaboration.

HOW YOU WILL MAKE AN IMPACT

• Develop and maintain real-time and periodic performance dashboards (day-to-day, week-to-week, month-to-month) for VIP segment health, using Power BI and Google Sheets.
• Track and analyze core VIP KPIs: activation, reactivation, retention, churn risk, lifetime value, average deposit size, manager efficiency, etc.
• Monitor and assess the effectiveness of bonus campaigns, touchpoints, and communication strategies across all channels (email, chat, in-app, push).
• Drive A/B testing initiatives across different player cohorts to evaluate the impact of timing, format, and content of VIP communications.
• Partner closely with Customer Support, Product, and Analytics teams to generate insights and identify optimization opportunities in player engagement and retention.
• Design and implement automated alerts and notifications for account managers (e.g., Slack bots), ensuring timely reaction to user behavior.
• Contribute to R&D initiatives: explore new engagement hypotheses, set up test cases, analyze results, and recommend improvements.
• Continuously evaluate and improve existing VIP operational flows and analytical frameworks.
• Assist in developing predictive analytics models to identify high-value actions and users at risk.

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• Strong analytical mindset with the ability to structure and interpret large datasets.
• Proficient in tools like Google Sheets, Power BI, SQL (a plus), and basic automation platforms.
• Prior experience in iGaming / Casino / Fintech / Subscription businesses is a strong advantage.
• Deep understanding of customer lifecycle, segmentation, and user engagement strategies.
• Experience in operational monitoring, reporting, and KPI optimization.
• Highly detail-oriented with a proactive, problem-solving attitude.
• Excellent communication and collaboration skills to work across functions.

WHY YOU’LL LOVE IT HERE:

• Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
• Unlimited vacation days and paid sick leave—because your rest matters.
• A competitive compensation that truly reflects your skills and expertise.
• Employee referral bonus and gifts to celebrate your special occasions.
• 50% financial support for learning expenses to supercharge your professional growth!
• A positive atmosphere where you always feel respected and truly belong.
• Inspirational team-building activities that turn colleagues into best friends.
• Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.
• Co-working space reimbursement to save your nerves from always working from home :)