Lead VIP Manager

RESPONSIBILITIES

• VIP segment management: low / mid / high rollers
• Building and developing the VIP program - tiers, bonuses, privileges
• Managing and developing a team of VIP managers
• Personalized approach to high-value players: offers, communications, terms
• Tracking key metrics: GGR, ARPU, LTV, retention, churn
• Developing and implementing retention and reactivation strategies for VIP players
• Driving upgrades between VIP tiers (player upgrading)
• Cross-functional collaboration: CRM, product, analytics, payments
• Quality control of communications with VIP players
• Analyzing VIP program performance and implementing improvements

REQUIREMENTS
Experience & Expertise

• 3+ years of experience in iGaming / betting / casino
• Hands-on experience working with VIP / high-value segments
• Team management experience (VIP managers / account managers)
• Proven track record of building or scaling VIP programs
• Understanding of bonus economics and its impact on revenue
• Experience with CRM tools and player segmentation

Skills & Knowledge

• Strong understanding of metrics: GGR, ARPU, LTV, retention, churn
• Analytical mindset - ability to work with data and make data-driven decisions
• English - B2 or higher (required)
• Proficiency in: Slack, Jira, Confluence, basic CRM systems
• Strong communication skills — both written and verbal