Head of VIP Department

We’re looking for a Head of VIP Department to build our VIP function from the ground up — designing the structure, processes, and team, then scaling it across multiple GEOs.

This is a high-autonomy, high-impact role. You’ll make decisions on department structure and VIP strategy, directly influencing retention, LTV, and business scale. We’re not looking for someone who only delegates and controls — we need a hands-on leader ready to work personally with players, analyse data, and build processes in practice before scaling them.

What you’ll be doing

Building the department

• Design the organisational structure of the VIP department: roles, responsibilities, and processes
• Build a player segmentation system: PreVIP → VIP → top-tier segments
• Work personally with the first VIP players to validate and refine processes before scaling
• Implement CRM and Power BI reporting as the primary decision-making infrastructure

Scaling the team

• Plan team growth in line with player base expansion
• Lead hiring, onboarding, and development of new VIP Managers
• Introduce KPI frameworks and train the team on communication standards, upsell techniques, and objection handling

Player growth & development

• Analyse player behaviour, deposits, and activity via Power BI and CRM
• Develop personalised growth strategies for top-tier players
• Prepare tailored offers, bonus packages, and upsell propositions
• Operate within KPI targets focused on retention: minimising Churn Rate, maximising Reactivation, and growing ARPU / ARPPU

Base development

• Build reactivation strategies for inactive VIP players
• Identify high-potential PreVIP players and transition them into the VIP pipeline
• Monitor support interactions to detect and flag emerging VIPs early
• Continuously improve the VIP Communication Strategy

Multi-GEO expansion

• Adapt strategy to the specifics of each market — cultural nuances, payment preferences, and regulatory requirements
• Build dedicated teams for specific GEOs
• Test and iterate communication approaches per region

Cross-functional collaboration

• Serve as the key touchpoint between the VIP function and Support, Product, Marketing, and Compliance
• Collect and structure feedback from VIP players and deliver actionable insights to the Product team

 What we’re looking for

• Experience as a VIP Manager, Head of VIP, or Senior Account Manager in iGaming
• Proven track record of building processes or a team from scratch — strong advantage
• Hands-on experience with CRM systems and Power BI
• Deep understanding of retention and reactivation mechanics
• Experience working across multiple GEOs or strong familiarity with market-specific nuances
• English B2+ — confident in both written and verbal communication
• Data-driven mindset: ability to read reports, identify patterns, and translate insights into specific actions
• Commercial thinking and a clear understanding of how retention and personalisation drive LTV and revenue

What we offer

• Full ownership of the VIP function — built your way, from day one
• Direct influence on retention strategy, LTV, and multi-GEO expansion
• An international iGaming product with a growing player base
• Minimal bureaucracy — decisions move fast and results are visible quickly
• Room to scale your team as the business grows
• Paid vacation, medical insurance, and corporate gifts