The Role
We're looking for a strategic, data-driven Head of VIP to own the design, performance, and continuous optimization of our VIP retention program across T1 and T2 casino markets. You'll set the strategy, bring innovation, novel ideas, own the numbers, and lead through a dedicated VIP Team Leader who runs day-to-day execution. You'll spend your time on segmentation, cohort analysis, program design, and cross-functional influence, stepping into the player-facing world only for your top 10–20 Tier-1 accounts and genuine crisis escalations.
What You'll Own
Strategic Analytics: Design and maintain our multi-tier segmentation (Mass Market / Pre-VIP / VIP) and cohort framework (Active, Churn, Reactivated, New), and deliver 7-day, 14-day, and monthly performance intelligence across every project and market.
Program Strategy and Tactics: Own the annual VIP Retention Marketing Calendar — campaign design, offer mechanics, seasonal activations, and a structured testing roadmap.
Retention & Reactivation: Build predictive churn early-warning capability, design win-back mechanics, and personally step in on high-stakes closure situations escalated by your Team Leader.
Business Performance: Own retention rate, churn reactivation, NGR/deposit growth, LTV, bonus efficiency ratio, and surplus margin — and report on them monthly to leadership.
Cross-Functional Leadership: Partner with Product, Marketing, CRM, Compliance, and Finance to keep VIP strategy aligned with the wider business, and represent the segment at board level.
Team Leadership: Set the department's KPI framework and give strategic direction to your VIP Team Leader — who owns scheduling, coaching, QA, and the day-to-day player relationship.
What We're Looking For
Proven track record building or scaling a VIP program in iGaming/gambling, ideally across regulated T1/T2 markets.
Fluency with the metrics that actually run a VIP book: NGR (not just GGR), cohort-based LTV, LTV:CAC, bonus efficiency, and surplus margin.
Experience leading through a manager layer rather than running a desk personally — comfortable setting direction and holding a Team Leader accountable to KPIs, not doing the coaching yourself.
Strong cross-functional influence — you've shaped Product, Marketing, and Compliance decisions with data, not just requested changes.
Working knowledge of the regulatory constraints that shape VIP marketing in T1/T2 markets (e.g. UK affordability checks, MGA/EU advertising rules, responsible gambling obligations).
🎓 Education & Experience:
Bachelor’s degree in Business, Marketing, or a related field.
A minimum of 3 years of experience in VIP management or a similar role, with at least 2 years in a leadership position.
🌍 Why You Should Join Us
Competitive Compensation: Enjoy a highly competitive salary and performance-based bonuses.
Remote Flexibility: Work from anywhere as part of an international and geographically diverse team.
Professional Growth: We invest in your career development with ample opportunities for learning and growth.
Exciting Challenges: Join a forward-thinking, fast-growing company at the forefront of the iGaming industry.
Ready to take your VIP expertise to the next level? Apply now and help us redefine the VIP experience, shape the future of player engagement, and make a lasting impact in the iGaming world.
🚀 Apply today and become part of something truly special! 🚀
