VIP Team Lead

We are a Performa HR agency, and we're excited to find a top-notch professional for one of our clients. We are looking for an experienced VIP Team Lead for an international iGaming company.

Here's a short introduction for Performa HR agency: Performa HR agency specializes in connecting top talent with leading companies. Our mission is to provide HR solutions that drive success for both employers and candidates. With a deep understanding of the industry, we are dedicated to helping businesses thrive by finding the right people for the right roles. 

Key Responsibilities: 

Team Leadership: 

• Lead and manage a team of VIP Managers, including hiring, onboarding, training, and professional development. 
• Conduct regular 1:1 sessions, performance reviews, coaching, and mentoring. 
• Resolve people-related matters and build a strong, motivated, and high-performing team. 
• Foster a culture of ownership, accountability, and premium-level service.

VIP Operations Management: 

• Ensure high-quality service for VIP players, with a strong focus on personalization, responsiveness, and high-touch support. 
• Handle escalations and complex VIP cases. 
• Execute the VIP strategy and ensure achievement of defined KPIs. 
• Run weekly team meetings to review communications, performance progress, and operational priorities.

Analytics & KPI Management: 

• Monitor VIP Managers’ KPIs on a weekly basis (service quality, retention, turnover, deposit activity). 
• Prepare regular reports for the Head of VIP. 
• Analyze key metrics such as retention, activity, LTV, ROI, churn rate, and reactivation. 

• Prepare ad-hoc analytical reports upon management request.

   

Process & Cross-Functional Collaboration: 

• Oversee VIP team tasks in Jira, ensuring adherence to deadlines, SLAs, response times, and execution quality. 
• Collect and analyze feedback from the team regarding workflows, campaigns, communications, and player interactions. 
• Collaborate closely with Marketing, CRM, Product, Anti-Fraud, and Customer Support teams. 
• Continuously improve VIP processes and implement best practices.

Required Skills & Experience: 

• Proven experience in iGaming within the VIP segment (VIP Manager / Senior VIP Manager / VIP Team Lead), including at least 2 years of Team Lead experience.
• Previous team leadership experience or a role with strong people-management responsibilities. 
• Deep understanding of VIP player behavior, motivation, and high-touch service standards. 
• Strong analytical skills with the ability to work with KPIs and segment-level metrics. 
• Excellent communication skills and the ability to manage conflict situations and escalations effectively. 
• Strong written and spoken English for communication with both players and internal teams.

Nice to Have: 

• Hands-on experience with Jira, CRM systems, VIP platforms, and analytical dashboards. 
• Understanding of marketing and CRM processes (campaigns, promotions, segmentation, messaging). 
• Experience working with international VIP players across EU, CA, AU, and LATAM regions.

We offer: 

• Competitive compensation (open for discussion and aligned with market standards and your expectations). 
• Fully remote work. 
• A key role within the company’s team. 
• A strong team of professionals providing ongoing support and growth.