We are a fast-growing international iGaming company focused on delivering exceptional player experiences and sustainable business growth across multiple markets. As we continue to scale, we are looking for an experienced Head of VIP Operations to lead the entire VIP player lifecycle and drive the commercial success of our VIP segment.
ABOUT THE ROLE
This is a senior leadership position responsible for managing the full VIP player journey, from PreVIP to VIP, High Roll, Recovery, and Reactivation segments.
You will own the commercial performance of the VIP business, ensuring sustainable revenue growth, player retention, operational excellence, and long-term player value. Working closely with the Retention team, you will transform retention strategies into measurable business results while leading multiple management layers across the VIP organization.
GOALS FOR PROBATION PERIOD (first 2–3 months)
• Conduct a full audit of the VIP operation, team structure, KPIs, and player lifecycle performance • Identify key growth opportunities across VIP, Recovery, Reactivation, and High Roll segments • Improve visibility and reporting around VIP commercial performance and player behavior • Develop an action plan to increase VIP retention, reactivation, and player lifetime value • Optimize collaboration between VIP and Retention teams to maximize campaign effectiveness • Establish clear objectives, KPIs, and performance standards across all VIP teams
WHAT YOU WILL DO
• Own and manage the full VIP lifecycle, including Active VIP, Recovery, Reactivation, High Roll, and PreVIP segments • Drive VIP revenue growth by increasing player activity, deposits, retention, and lifetime value • Monitor and optimize key business metrics including churn, downgrades, reactivation, retention, and VIP base stability • Lead the High Roll function, balancing commercial opportunities, player retention, and risk management • Oversee the PreVIP pipeline and improve conversion into the VIP segment • Partner closely with the Retention team to execute campaigns, promotions, and engagement initiatives • Evaluate the effectiveness of VIP offers and provide strategic recommendations to improve performance • Ensure consistent and relevant VIP communication across all customer touchpoints • Analyze player behavior, engagement trends, and financial performance to identify growth opportunities • Lead, mentor, and develop multiple management layers, including Heads, Team Leads, and Managers • Set goals, monitor KPIs, and drive operational excellence across all VIP functions • Continuously improve processes, reporting structures, and team performance
AREAS OF RESPONSIBILITY
• VIP Revenue (IN / IN-OUT) • Active VIP Player Base • VIP Retention & Churn • Reactivation Performance • PreVIP → VIP Conversion • Player Engagement & Lifetime Value • High Roll Performance • Financial Performance of the VIP Segment
WHAT WE ARE LOOKING FOR
• Proven experience managing the full VIP lifecycle with direct ownership of commercial performance and business results • Hands-on experience across VIP, Recovery, Reactivation, and High Roll operations • Strong understanding of player economics, including deposits, payouts, hold, churn, retention, and player value • Experience managing large teams within a multi-layer leadership structure • Strong knowledge of High Roll player behavior, commercial opportunities, and risk management • Ability to evaluate promotional mechanics and provide strategic feedback to Retention teams • Strong analytical and decision-making skills • Experience building and scaling high-performing VIP operations • English level B2+ (written and spoken)
NICE TO HAVE
• Experience managing a PreVIP function • Experience designing and optimizing operational processes • Proven track record of growing VIP revenue through lifecycle management strategies • Experience working with large-scale international iGaming operations
WHY JOIN US
• Fully remote work • Competitive comp
