VIP Team Lead/Head (Crypto)

Role Purpose

The VIP Team Lead is responsible for the strategic development of the VIP and Pre-VIP segments, driving deposit growth, retention, and LTV of high-value players, as well as managing and improving the performance of the VIP management team.

This role combines operational leadership, analytics, and people management, with hands-on involvement in managing key VIP clients.

Key Responsibilities

VIP Strategy & Development

• Develop and execute the strategy for VIP and Pre-VIP segments.
• Define segmentation rules, VIP matrices, and personalized engagement approaches.
• Monitor and achieve KPIs related to deposits, retention, reactivation, and LTV.
• Optimize bonus mechanics, including reloads, cashback, and exclusive offers.

VIP Team Management

• Lead, coordinate, and develop a team of VIP Managers.
• Set objectives, allocate VIP portfolios, and manage workload and priorities.
• Establish and maintain communication and service quality standards.
• Conduct onboarding, mentoring, and provide regular feedback.

Key VIP Client Management

• Personally manage top-tier VIP players.
• Handle complex cases, escalations, and advanced retention scenarios.
• Oversee personalized offers for high-risk and high-value clients.

Analytics & Reporting

• Analyze core metrics: Net Deposit, GGR, LTV, ARPU, Retention D7/D30.
• Evaluate the effectiveness of VIP campaigns and manager performance.
• Prepare regular management reports for Head of CRM and C-level stakeholders.

Cross-Functional Collaboration

• Collaborate closely with Support, Loyalty, Payments, Antifraud, and CRM teams.
• Contribute to the optimization of VIP service processes.
• Communicate VIP client insights to Product and Marketing teams.

KPIs & Probation Expectations (First 3 Months)

Within the first 3 months, the VIP Team Lead is expected to:

• Fully understand the existing VIP structure, database, and processes.
• Implement a transparent KPI and reporting system for the team.
• Reactivate at least 5–7% of inactive VIP / Pre-VIP players.
• Increase VIP segment deposit activity by +20%.
• Launch 3–5 personalized VIP campaigns.
• Establish consistent team communication and service quality control.

Operational Responsibilities

• Monitor inbound and outbound communications of VIP Managers.
• Ensure SLA compliance and a premium level of service for VIP players.
• Track player activity: deposits, bets, win/loss, and frequency.
• Control bonus accuracy and compliance with limits.
• Manage escalations and non-standard cases.

Required Experience & Skills

• 1.5+ years of experience in VIP / Retention / Account Management
  (iGaming, betting, crypto experience is strongly preferred).
• Proven team leadership experience (Team Lead or Senior role).
• Strong understanding of VIP retention mechanics and bonus economics.
• Excellent analytical skills with a data-driven decision-making mindset.
• Confident user of CRM systems, Telegram, and WhatsApp Business.
• Strong communication and people-management skills.
• English — B2+ (mandatory).
• Russian / Ukrainian — fluent.

Work Format

• Schedule: 5/2 with shift-based coverage.
• Availability for key VIP clients and escalations when required.
• Full accountability for team performance, not just individual results.