Head of VIP

Employment Type: Full-time
Level: Head of Department
Reports to: COO / CMO

Role Mission

The Head of VIP is responsible for leading the VIP department and developing strategies to increase engagement, loyalty, and revenue from high-value players. This role focuses on building strong VIP processes, improving retention, maximizing player lifetime value, and ensuring a premium player experience.
 

Key Responsibilities

• Lead and manage the VIP department and ensure smooth operational performance.
• Build, hire, train, and manage a high-performing VIP team, including Team Leads and VIP Managers.
• Develop and implement the overall VIP player management and engagement strategy.
• Create and implement personalized VIP offers, loyalty mechanics, and promotional campaigns.
• Design and optimize VIP player segmentation and engagement frameworks.
• Monitor and analyze key player metrics including LTV, ARPU, deposit behavior, churn rate, and engagement levels.
• Analyze VIP player activity and financial performance to identify growth opportunities and risks.
• Make key decisions regarding VIP player cases and high-value accounts.
• Develop financial and operational plans for the VIP department and ensure KPI achievement.
• Manage departmental budgets and conduct competitor and market analysis.
• Collaborate closely with CRM, Marketing, Product, Payments, and Finance teams to improve VIP player experience.
• Organize and oversee VIP engagement initiatives, including exclusive online and offline events.
• Automate and optimize VIP-related business processes and internal workflows.
• Ensure premium service standards and high-quality communication with VIP players.
• Proactively identify operational issues and implement solutions to improve department performance.
  
   

Required Experience & Qualifications

• 3+ years of leadership experience in VIP management within iGaming or online casino.
• Proven experience managing teams and VIP player portfolios.
• Strong understanding of VIP player behavior and engagement strategies.
• Experience working with CRM systems and analytical tools.
• Strong analytical and decision-making skills.
• Fluency in Russian or Ukrainian and English B2+.