Head of VIP

Head of VIP

📍 Remote | International Team | Full-Time

About the Company

Our client is a fast-growing international iGaming operator managing several successful online gaming and betting products across multiple markets. The business combines traditional payment solutions with innovative crypto-focused offerings and is currently heavily investing in the expansion of its flagship cryptocurrency gaming platform.

With a team of approximately 140 professionals located across different countries, the company fosters a remote-first culture, entrepreneurial mindset, and a strong focus on innovation, customer experience, and sustainable growth.

About the Role

We are seeking an experienced and strategic Head of VIP to lead and develop the VIP department, drive player retention initiatives, and elevate the experience of high-value customers.

This is a key leadership position with direct influence on VIP strategy, team performance, loyalty programs, and long-term revenue growth.

Key Responsibilities

• Lead and develop the VIP department and its overall strategy.

• Manage, mentor, and coordinate a team of VIP Account Managers.

• Optimize VIP programs, loyalty initiatives, and personalized player journeys.

• Build and maintain strong relationships with high-value players through exceptional service standards.

• Monitor player behavior and adapt offers based on customer preferences and activity.

• Develop and improve bonus structures, promotional campaigns, and exclusive VIP benefits.

• Analyze VIP segment performance and identify opportunities for growth and retention.

• Utilize CRM, BI, and analytics tools for segmentation, forecasting, and performance tracking.

• Manage VIP program budgets, monitor costs, and maximize ROI.

• Collaborate closely with CRM, Retention, Product, and Marketing teams.

• Identify risks proactively and implement mitigation strategies.

• Track and report on key performance indicators including Retention, ARPU, LTV, and VIP engagement metrics.

• Prepare regular performance reports and recommendations for senior management.

• Contribute new ideas and initiatives to further strengthen the VIP segment.

Team Structure

• Direct management of a team of 10–11 professionals.

• Dedicated QA function within the team to ensure high-quality communication with VIP customers.

• Ongoing transformation and optimization initiatives within the Retention and VIP functions.

Requirements

Must-Have

• Minimum 2 years of experience within the iGaming industry.

• At least 1 year of experience managing VIP teams or VIP operations.

• Strong understanding of VIP player lifecycle management and retention strategies.

• Experience creating and optimizing bonus schemes, promotions, and personalized offers.

• Strong analytical mindset and experience working with data-driven decision-making.

• Hands-on experience with CRM systems, BI platforms, and analytical tools.

• Experience in customer segmentation, forecasting, and player behavior analysis.

• Budget management experience, including ROI calculations and cost control.

• Strong leadership, organizational, and people management skills.

• Ability to make decisions quickly and work effectively in a dynamic environment.

• Understanding of AML, KYC, GDPR, and related compliance frameworks.

• Russian language and English proficiency at B2-C2 level.

Nice to Have

• Experience within Crypto Casino or crypto-focused gaming products.

• Experience managing international and distributed teams.

• Deep understanding of retention mechanics and customer lifecycle strategies.

• Previous experience working with cryptocurrency payments and ecosystems.

What We're Looking For

• A proactive leader who doesn't simply manage processes but actively drives improvements and business growth.

• Strong strategic thinking combined with hands-on execution capabilities.

• High energy level, quick decision-making skills, and entrepreneurial mindset.

• Ability to identify opportunities, propose solutions, and successfully implement new initiatives.

What’s Offered

• Competitive salary package.

• Flexible payment options (including Crypto, B2B, Invoice, and other arrangements depending on location).

• Fully remote work environment.

• Opportunity to join a rapidly growing international business with ambitious expansion plans.

• Significant influence on business strategy and VIP development.

• Career growth and professional development opportunities.

• International team and collaborative culture.

• Corporate events, team-building activities, and company initiatives.

• Standard Monday - Friday working schedule.