Head of VIP

About the role

We are looking for an experienced Head of VIP to build and lead the VIP Account Management function in a fast‑paced iGaming environment. The role focuses on creating exceptional relationships with high‑value players, driving loyalty, and maximizing player value.

Key responsibilities

• Recruit, train, and mentor a team of VIP Account Managers, setting performance objectives and KPIs.
• Develop and execute strategies to enhance the VIP client experience and lifetime value.
• Oversee personalized management of VIP accounts, including hosting and player engagement.
• Address escalated client issues promptly and effectively.
• Create and implement a comprehensive VIP service and retention strategy aligned with company goals.
• Analyze VIP client data to identify trends and growth opportunities.
• Collaborate with Marketing, Product, Payments, and Compliance to improve the VIP offering.
• Monitor and report on team performance, VIP revenue, and client satisfaction metrics.
• Represent the VIP team in cross‑functional meetings and strategic projects.

Required profile

• 7–10+ years of experience in customer relations, account management, or VIP services, preferably in iGaming.
• Proven track record building and leading high‑performing VIP or account management teams.
• Strong understanding of iGaming regulatory and responsible gambling requirements.
• Exceptional leadership, interpersonal, and communication skills.
• Strategic thinker with a commercial, results‑driven mindset.
• High emotional intelligence and customer empathy.

Required skills