VIP Team Lead/ Head
Welcome to Win Media — Powering Next-Level iGaming Experiences! ✨
At Win Media, we create innovative, high-performance solutions that shape the future of online gaming 🎯
Our products combine smart operational processes ⚙️, seamless player experience 🎮, and data-driven decision-making 📊
With a passionate team and bold vision, we build casino platforms that are stable, scalable, and loved by players worldwide 🚀
We’re growing fast — and now looking for a VIP Team Lead!
🌟 What we expect from you
• 3+ years of experience in iGaming, including experience in VIP Operations / VIP Management
• 1+ year of experience leading a VIP team
• Proven experience working with Tier-1 GEOs
• Strong understanding of VIP player lifecycle, segmentation, retention, and loyalty mechanics
• Experience managing teams of 10+ people
• Hands-on experience building operational processes and managing daily VIP operations
• Experience working with VIP client segmentation and customer portfolio distribution
• Strong understanding of CRM processes and VIP customer management
• Experience working with AI-powered tools or willingness to implement AI into operational processes
• Strong analytical mindset with the ability to make data-driven decisions
• Experience collaborating with Product, CRM, Analytics, Payments, Retention, and Customer Support teams
• Strong leadership, coaching, and people management skills
• Ability to manage multiple GEOs, brands, and operational priorities simultaneously
• Experience in iGaming B2C is a must
🎯 Your future responsibilities
• Lead and develop the VIP Operations team
• Organize daily operational processes and ensure high-quality VIP customer management
• Plan team schedules across multiple GEOs and time zones
• Distribute VIP customer portfolios between managers and monitor workload efficiency
• Ensure proper execution of segmentation strategies provided by Product and Analytics teams
• Monitor VIP Managers' performance, quality standards, and operational KPIs
• Implement and optimize AI-driven operational processes to improve team efficiency
• Review customer interactions and provide coaching and feedback to VIP Managers
• Continuously optimize operational workflows and identify improvement opportunities
• Collaborate closely with Product, CRM, Analytics, Payments, Retention, and Customer Support teams
• Participate in developing operational recommendations for VIP programs and customer experience
• Support business growth by improving VIP retention operations and operational excellence
🎁 What We Offer
💰 Competitive salary and performance-based bonuses
📚 Professional growth in a fast-scaling iGaming company
🚀 Opportunity to lead one of the company's most strategic business directions
🤝 Supportive and collaborative team culture
🌍 Flexible work environment focused on growth and innovation
🎯 Direct impact on VIP operations, customer retention, and business performance