Head of VIP (Tier1)

We are looking for a Head of VIP to build and lead a VIP Management department from scratch across our online casino products operating in Tier-1 markets.

This is a hands-on leadership role for someone who understands high-value players, knows how to retain and reactivate them, and wants to rethink traditional VIP management through AI, automation, and personalized player experiences.

This role is best suited for a hands-on Senior VIP Manager ready to step into leadership, rather than someone looking for a purely strategic or people-management position.

What You Will Do:

• Establish the VIP Management function from scratch, including team structure, hiring, workflows, and service standards.
• Recruit and develop a team of VIP Managers.
• Take ownership of VIP operations, player engagement, retention, and reactivation.
• Take ownership of our internally developed VIP CRM and shape its further development.
• Work on AI-powered player analytics, VIP identification and prediction, communication analysis, and process automation.
• Actively use AI tools to improve operational efficiency and personalization.
• Identify opportunities to make VIP management faster, smarter, and more effective.
• Develop personalized retention and reactivation strategies for high-value players.
• Design VIP bonus mechanics, loyalty initiatives, gamification, and tailored engagement campaigns.
• Analyze player activity, deposit behavior, communication history, and engagement patterns.
• Review individual VIP cases and identify opportunities to improve player relationships and retention.
• Establish performance monitoring and continuously improve VIP engagement strategies.
• Launch and validate the VIP Management model on the first casino product.

• Adapt and expand successful processes across additional brands.

   

What We Expect:

• 4+ years of direct, hands-on experience working with VIP players in online casinos.
• Strong understanding of VIP Retention, Reactivation, loyalty programs, bonus mechanics, and gamification.
• Proven ability to manage relationships with high-value players and handle complex player situations.
• Strong analytical thinking and the ability to evaluate individual player cases and make informed decisions.
• Practical interest in AI tools, CRM automation, and data-driven player management.
• Ability to work independently, challenge existing approaches, and take ownership of results.
• English proficiency sufficient for direct communication with VIP players.
• Russian or Ukrainian language proficiency.