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 the VIP function from scratch - establishing team structure, developing processes and internal regulations, implementing VIP management frameworks, and creating a scalable system for high-value player engagement and premium player experience.

Key Responsibilities

-Launch and build the VIP department from scratch, including defining team structure and operational model.

-Hire, train, and manage a high-performing VIP team, including Team -Leads and VIP Managers.

-Develop and implement VIP processes, internal regulations, and service standards.

-Design VIP player segmentation models and engagement strategies.

-Create personalized VIP offers, loyalty mechanics, and promotional campaigns.

-Define and implement KPI frameworks for the VIP team and monitor performance.

-Analyze key player metrics including LTV, ARPU, deposit behavior, and engagement to drive growth.

-Make strategic decisions regarding VIP player cases and high-value accounts.

-Collaborate with CRM, Marketing, Product, and Payments teams to improve VIP player experience.

-Optimize and automate VIP-related workflows and business processes.

Required Experience & Qualifications

-3+ years of leadership experience in VIP management within iGaming or online casino.

-Proven experience building and launching VIP teams or departments from scratch.

-Strong experience designing operational processes, service standards, and KPI systems for VIP teams.

-Experience hiring and developing VIP managers and team leads.

-Strong understanding of VIP player behavior, engagement strategies, and monetization mechanics.

-Experience working with CRM systems and analytical tools.

-Strong analytical and decision-making skills.

-English B2+