Head of VIP

We’re looking for an exceptional leader to join our team as Head of VIP, driving premium experiences for our most valuable players across our casino and sportsbook verticals. This role reports directly to the CEO.

HOW YOU WILL MAKE AN IMPACT:

• Define and execute the global VIP strategy across casino and sportsbook verticals.
• Own VIP operations across a multi-brand portfolio, keeping segmentation, offers, and communication standards consistent between brands and markets.
• Manage and grow relationships with high-value players, ensuring exceptional service and satisfaction.
• Identify, segment, and analyze VIP player behavior to optimize retention and lifetime value.
• Design and run churn-prevention and reactivation programs for inactive VIP players.
• Own the VIP bonus & gifting budget: individual offers, activity bonuses, and reactivation incentives — with clear ROI control (NGR impact) and guardrails against bonus abuse, in cooperation with the risk/anti-fraud team.
• Lead, mentor, and develop the VIP account management team, and ensure 24/7 coverage through shift planning, hiring, and onboarding.
• Own communication quality: QA standards and scoring, response-time SLAs across communication channels, regular QA reviews, and coaching driven by results.
• Collaborate with CRM, marketing, product, and customer support teams for tailored offers and experiences.
• Establish clear handoffs and shared SLAs with Payments and Support so VIP requests and escalations (especially withdrawals) are resolved with priority, end to end.
• Own the department’s knowledge base: keep procedures, workflows, segment definitions, and policies complete, consistent, and up to date.
• Drive automation and AI-assisted workflows in VIP operations (QA, reporting, routine communication).
• Champion player care: ensure the team recognizes problem-gambling signals early and acts on them according to company policy.
• Monitor KPIs and provide regular reporting to senior leadership.

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• Proven experience in a similar role within the online casino and/or betting industry.
• Deep understanding of VIP player expectations and behavior.
• Track record of building or scaling a VIP function (team, processes, standards) — not only running an established one.
• Strong leadership and people management skills; experience managing shift-based teams with round-the-clock coverage.
• Solid grasp of casino economics: GGR/NGR, hold, bonus cost, wagering requirements — and how VIP offers affect them.
• Experience setting up QA / communication-quality frameworks for player-facing teams.
• Hands-on experience with messenger-based VIP service (WhatsApp/Telegram) and live-chat platforms.
• Understanding of abuse patterns in the VIP segment (bonus abuse, multi-accounting) and how to prevent them.
• Excellent communication and negotiation abilities.
• Data-driven mindset with experience using CRM and analytics tools.
• Fluent in English; additional languages are a plus.

HOW WE WILL KEEP YOU SMILING

• Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
• Unlimited vacation days and paid sick leave—because your rest matters.
• A competitive compensation that truly reflects your skills and expertise.
• Employee referral bonus and gifts to celebrate your special occasions.
• 50% financial support for learning expenses to supercharge your professional growth!
• A positive atmosphere where you always feel respected and truly belong.
• Inspirational team-building activities that turn colleagues into best friends.
• Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.
• Co-working space reimbursement to save your nerves from always working from home :)