VIP Team Lead

Stay Group is an innovative Marketing company with a mission to help businesses acquire their target customers and create top-tier solutions in the iGaming and entertainment industry. Join us as a VIP Team Lead and become the architect of exceptional VIP experiences in iGaming. In this role, you’ll design and scale end-to-end VIP strategies - from first contact to long-term loyalty - lead and grow a high-performing VIP team, launch personalized campaigns and offers, and work closely with different departments.

If you enjoy building processes, motivating people, testing bold hypotheses, and turning premium service into real revenue - this is your arena.

Key Responsibilities:

• Development and implementation of strategies for attracting, onboarding, retaining, and developing VIP players.
• Preparation of personalized offers and communication scenarios for different categories of VIP players (new VIP, active VIP, churn VIP).
• Building an end-to-end VIP service process - from the first contact to long-term retention and reactivation.
• Managing the daily work of the VIP managers' team: monitoring KPI performance, participating in training, onboarding new employees, and conducting regular performance reviews.
• Budget planning and approval for VIP programs: calculating costs for gifts and events.
• Continuous collaboration with analytics to evaluate team performance, segment the player base, and measure the impact of campaigns on key KPIs (GGR, NGR, Churn, ReDepRate, ARPU VIP).
• Developing and testing hypotheses to increase deposits (upsell), drive activity, and enhance VIP player engagement.
• Preparing and executing personalized campaigns.
• Organizing greetings, gifts, and personalized surprises for VIP players, ensuring delivery and collecting player feedback.
• Planning and executing offline activities (meetings, trips, exclusive events) for the top-tier segment.
• Ongoing coordination with Marketing, Support, CRM, Creative, and Product teams to prioritize VIP player requests and align cross-functional activities.
• Compiling regular reports on team performance, player feedback, and key metrics for the VIP segment.
• Creating a knowledge base and standards for VIP client management, including scripts, communication guidelines, and action algorithms for various situations.
• Launching and monitoring new initiatives to improve conversion, retention, and reactivation of players.
   

Requirements:

• 1+ years of experience managing Sales & VIP account teams in iGaming (mandatory).
• Deep understanding of player lifecycle metrics and operational KPIs.
• English level: B2+.
• Proven experience managing and developing a VIP team (task setting, KPI tracking, onboarding, performance reviews).
• Strong expertise in VIP player segmentation, personalization, and building tailored communication scenarios.
• Data-driven mindset with hands-on experience working with key metrics such as GGR, NGR, ARPU VIP, ReDepRate, and Churn.
• Experience planning and managing VIP budgets, including gifts, bonuses, events, and offline activities.
• Strong cross-functional collaboration skills and leadership mindset, with the ability to drive initiatives end-to-end.

Benefits:

• Freedom to choose where to work:  work from anywhere in the world with the freedom of remote options, or join our dynamic office in Kyiv for an inspiring in-person experience.
• Flexibility: enjoy flexible working hours that let you balance your personal and professional life while focusing on delivering great results.
• Corporate English speaking club: improve your English proficiency with regular practice and expert guidance.
• A Culture That Cares: thrive in a friendly environment where a strong corporate culture builds connections, drives innovation, and makes you feel truly valued.
• Accelerate Your Growth: seize career advancement opportunities in a rapidly expanding marketing company. As the company scales, so will your professional journey.