Head of VIP managers (igaming)

Spades Partners is an iGaming holding that unites its own product and affiliate marketing teams. We operate in top Tier-1 countries as well as other promising markets.

Our team consists of professionals driven by results, speed, and constant progress. We are always in the game and always striving for victory.

We have offices in Warsaw and Cyprus, while our employees also work remotely from different parts of the world.
Join us to grow together with industry leaders.

Description

As Head of VIP Support, you will own and scale the entire VIP direction — from strategy and team leadership to player lifecycle, retention performance, and service quality.

 

Your responsibilities will include:

• Own the VIP Support strategy and roadmap across all markets.
• Build, lead, and scale a high-performing team of VIP Managers and Team Leads.
• Design and optimize the full VIP lifecycle: Pre-VIP → VIP onboarding → retention → reactivation.
• Ensure exceptional service standards and personalized communication with high-value players.
• Work closely with BI and CRM teams to leverage predictive analytics (churn, LTV, value segmentation, behavioral triggers).
• Develop and implement bonus and incentive strategies focused on increasing retention, LTV, and NGR.
• Monitor team performance, establish KPIs, and ensure consistent achievement of business goals.
• Analyze VIP performance metrics and identify opportunities for growth and optimization.
• Collaborate with Product, CRM, Payments, and Anti-Fraud teams to improve VIP experience and operational efficiency.
• Participate in shaping the overall retention and VIP strategy of the company together with executive leadership.

Requirements

• 3+ years of experience in iGaming, including experience working with VIP players.
• 1+ year of experience in a leadership role (Head / Team Lead / Senior VIP Manager with team management responsibilities).
• Proven track record of managing high-value players (€10k+ monthly volume).
• Strong understanding of VIP lifecycle, retention mechanics, and player psychology.
• Experience managing teams, building processes, and scaling VIP operations.
• Strong analytical mindset and experience working with data, LTV, churn, and performance metrics.
• Experience working with CRM tools and communication channels (Telegram, WhatsApp, email platforms).
• Fluent English (additional languages such as German or Italian are a strong plus).
• High level of ownership, strategic thinking, and decision-making ability.
• Emotional intelligence, leadership skills, and ability to work in a fast-paced environment.

• Understanding of offshore model, confidentiality, and high-level service standards.

   

What We Offer

• Opportunity to lead and scale the VIP direction with full ownership.
• Access to top-tier players and advanced BI infrastructure.
• Strong product and CRM teams to support your initiatives.
• Freedom to implement your own ideas, strategies, and processes.
• Direct communication with founders and participation in strategic decisions.

• Competitive salary + performance-based bonuses tied to retention, LTV, and NGR.