Head of VIP Retention

RedCore is an international business group that creates technological solutions for digital markets. Our products and services cover fintech, marketing, e-commerce, customer service, communications, and regulatory technologies.

We are looking for a Head of VIP Retention

Requirements:

-3+ years of experience in VIP / Retention in iGaming, including experience managing a team or function.

- Strong understanding of VIP players’ specific needs, preferences, and behavior.

- Experience developing and implementing VIP strategies, player segmentation, and personalized player engagement approaches.

- Understanding of the full VIP player lifecycle: Pre-VIP → VIP → Retention → Churn Prevention → Reactivation.

- Experience managing key VIP performance metrics, including NGR, LTV, Retention, Churn, Reactivation, Bonus Cost, and VIP Share.

- Experience developing VIP services, personalized communications, bonuses, privileges, and loyalty programs.

- Experience working with CRM systems, communication automation, triggers, and personalized engagement flows.

- Experience defining requirements and assigning tasks to Product, Analytics, and CRM teams, as well as collaborating with cross-functional teams.

- Team management experience, including setting goals and KPIs, monitoring performance, and developing team members.

Responsibilities:

- VIP Function Management: Oversee the VIP function, including Retention, VIP Managers, and VIP Support, covering team management, processes, strategy, and KPIs.

-VIP Strategy and Policy Development: Develop and implement the VIP strategy and policies, focusing on personalized, non-sales-driven, user-needs-based player engagement. Identify the key needs of VIP players and develop personalized services, privileges, concierge services, and product solutions that deliver value to VIPs. Enhance segmentation, personalization, and strategies for retaining, reactivating, and increasing the value of VIP players throughout the entire player lifecycle.

-VIP Communications Development: Enhance VIP communications through personalized interactions, new communication channels, and engagement formats.

-VIP Automation Development: Implement and optimize triggers, personalized engagement flows, activity monitoring, analytics, retention, and reactivation initiatives.

-VIP Support and Service Quality: Establish VIP support standards, prioritization rules, and escalation procedures. Monitor response times and resolution quality, taking into account each player's value and needs.

-VIP Business Performance Management: Manage the economics of the VIP function, including NGR, LTV, and the cost-effectiveness of bonuses, privileges, engagement mechanics, and services.

Benefits

• Paid annual leave.
• Paid days off.
• RedCore TEAM corporate gamification system.
• Annual corporate events for employees.
• Reimbursement of business travel expenses.
• Flexible working format and start time.
• Employee learning and development system.
• Mentoring program.
• Overtime compensation.
• Referral program with a cash bonus.
• Corporate psychologist.
• Cafeteria benefit system: sports, insurance, language learning (depends on region).