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
