VIP Team Lead

We work with international iGaming partners and help Gambling projects build and scale their VIP operations across Tier-1 markets.

We are currently expanding our team and looking for a VIP Team Lead with hands-on online casino experience and a strong understanding of the UK market.

In this role, you will take ownership of VIP operations across partner projects, lead a team of VIP Managers, develop high-value player strategies, and directly impact Retention, LTV, GGR and NGR.

Responsibilities

• Develop and scale VIP operations for online casino projects in the UK market.
• Lead a team of VIP Managers, including task allocation, player portfolio management, KPI tracking and team development.
• Build VIP strategies and player segmentation based on value, deposits, GGR / NGR, LTV and behaviour.
• Develop personalised retention, reactivation and win-back approaches for high-value players.
• Create and optimise individual offers, bonuses, cashback, free spins and loyalty benefits.
• Monitor key VIP metrics including Retention, Churn, LTV, Repeat Deposits, GGR, NGR, bonus cost and profitability.
• Analyse the VIP portfolio to identify churn risks and growth opportunities.
• Ensure a high standard of communication and service across the VIP team.
• Handle complex player requests, complaints and escalations.
• Work closely with CRM / Retention, Product, Payments, Support, KYC and Antifraud teams.
• Build team KPIs, reporting, SOPs and VIP service standards.
• Participate in hiring, onboarding and development of VIP Managers.
• Support the launch of VIP operations for new partner projects when required.

Requirements

• 2+ years of relevant experience in VIP / Retention within iGaming.
• Hands-on experience with online casino and high-value players.
• Previous experience as a VIP Team Lead, VIP Lead, Senior VIP Manager, VIP Manager or in a similar role.
• Hands-on experience working with VIP players in the UK market is required.
• Experience managing a VIP team.
• Strong understanding of LTV, Retention, Churn, Repeat Deposits, GGR, NGR, bonus cost and profitability.
• Experience with VIP segmentation and player portfolio management.
• Experience developing personalised offers, bonus mechanics and retention strategies.
• Good understanding of bonus economics and the commercial impact of VIP incentives.
• Strong analytical, leadership and communication skills.
• Experience working cross-functionally with CRM, Product, Payments, Support and Antifraud teams.
• Good understanding of Responsible Gambling principles.
• English sufficient for working with the UK market and international teams.

Nice to have

• Experience building a VIP function from scratch.
• Experience across other Tier-1 markets.
• Experience working across multiple Gambling projects.
• Experience with CRM automation and personalised VIP communications.

What we offer

• Work with Gambling projects across the UK and other Tier-1 markets.
• Exposure to multiple international partner projects rather than a single product.
• High ownership and direct impact on Retention, LTV, GGR and NGR.
• The opportunity to build VIP processes, KPIs and standards from the ground up.
• The opportunity to build and grow your own VIP team.
• Minimal bureaucracy and fast decision-making.
• Direct collaboration with key product and business teams.
• All necessary tools and resources to build a strong VIP function.