VIP Team Lead (iGaming)

We are looking for an experienced VIP Team Lead to join our iGaming product team and take ownership of VIP player management, retention, and the performance of the VIP team.

You will lead a team of VIP Managers, develop retention strategies, build strong relationships with high-value players, and work closely with CRM, Product, Payments, and Marketing teams to maximize player lifetime value and revenue.

Key Responsibilities

• Lead, mentor, and develop a team of VIP Managers.
• Build and implement VIP retention and engagement strategies.
• Manage relationships with high-value and VIP players.
• Monitor key VIP KPIs, including GGR, NGR, LTV, retention, churn, deposits, withdrawals, and player activity.
• Analyze player behavior and identify opportunities for reactivation and increased value.
• Develop personalized offers, bonuses, and loyalty programs for VIP players.
• Set team KPIs and monitor individual and overall performance.
• Regularly analyze team performance and provide coaching and feedback.
• Work closely with CRM, Marketing, Product, Payments, Risk, and Support teams.
• Identify potential risks, churn signals, and opportunities for player growth.
• Prepare regular reports and provide insights to management.
• Continuously improve VIP processes, communication standards, and team workflows.
• Ensure a high level of service and personalized communication with VIP players.

Requirements

• 2+ years of experience in iGaming, preferably in VIP/Retention.
• Previous experience as a VIP Team Lead, Senior VIP Manager, or similar leadership role.
• Strong understanding of VIP player lifecycle and retention mechanics.
• Good knowledge of iGaming KPIs: GGR, NGR, LTV, ARPU, retention, churn, FTD, deposits, and withdrawals.
• Experience working with CRM systems and analytics tools.
• Strong analytical and problem-solving skills.
• Excellent communication and leadership skills.
• Ability to work with high-value players and handle sensitive situations professionally.
• Strong understanding of responsible gaming principles.
• English — Upper-Intermediate or higher.

What We Offer

• Competitive salary + performance-based bonus.
• Work with a fast-growing iGaming product.
• High level of autonomy and influence on VIP strategy.
• Professional growth and leadership opportunities.
• International team and dynamic working environment.
• Opportunity to directly impact product revenue and VIP performance.