Head of VIP

Responsibilities

• Define and own the overall VIP strategy, aligning client engagement, retention, and growth initiatives with company objectives
• Develop and continuously optimise VIP frameworks, service standards, and engagement models
• Lead, mentor, and manage the VIP Account Management team, including hiring, onboarding, training, and performance management
• Set clear KPIs and performance benchmarks for VIP Account Managers
• Oversee relationships with top-tier VIP clients and act as an escalation point for high-priority or complex cases
• Monitor VIP activity, retention, lifetime value, and engagement metrics
• Provide regular reporting and insights to senior leadership on VIP performance and outcomes
• Work closely with Marketing, Sales, Product, and Customer Support teams to deliver seamless VIP experiences

Requirements

• Proven experience in a senior VIP, customer success, or retention leadership role
• Strong background in VIP account management within iGaming, online entertainment, or similar industries
• Demonstrated ability to lead, motivate, and scale high-performing teams
• Strong analytical and business-oriented mindset with experience using data to drive decisions
• Excellent communication, negotiation, and stakeholder-management skills
• Ability to handle sensitive situations with professionalism, discretion, and empathy

Preferred Qualifications

• Experience managing high-value client portfolios across multiple markets
• Background in sales retention, loyalty programs, or lifecycle marketing
• Proactive, solutions-driven leadership style

Benefits

• Competitive salary
• Bonus on targets achievement
• Relocation support (where applicable)
• Health insurance
• Lunch allowance
• Paid leave
• Additional benefits in line with the company benefit plan

About the Company

Our client operates a licensed online casino platform delivering both real-money and free-to-play gaming experiences, focusing on scalable, player-centric digital casino entertainment.