Head of VIP

Who are we?

Welcome to Multiple ), your go-to iGaming service provider. We're here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.

The Role

We are seeking a highly experienced and motivated Head of VIP to lead our VIP department for a B2B and B2C service. The successful candidate will be responsible for creating, implementing, and overseeing the VIP strategy to maximize player retention, loyalty, and lifetime value. This role requires a mix of leadership, analytical thinking, relationship management, and a deep understanding of the iGaming industry.

Key Responsibilities:

• Strategy & Leadership
  • Develop and execute a comprehensive VIP strategy aligned with overall business objectives.
  • Lead, manage, and mentor the VIP team to ensure high levels of performance and customer service. Working closely with CRM department and Sales department.
  • Set KPIs and ensure targets for player retention, reactivation, and revenue growth are met.
  • Hold 1-1s with al VIP managers and Key account managers to motivate and mentor.
• Customer Relationship Management
  • Build strong relationships with high-value players through personalized and proactive engagement.
  • Oversee the segmentation and management of VIP players across markets.
  • Ensure VIPs receive premium experiences through CRM offers
• Operations & Performance
  • Monitor player activity, trends, and performance to identify growth opportunities and risks.
  • Develop and manage reward programs, promotions, and incentives tailored to VIP customers.
  • Collaborate with marketing, product, and operations teams to optimize VIP experiences.
• Data & Reporting
  • Analyze customer data to inform decision-making and strategy.
  • Provide regular reports on VIP performance, trends, and ROI to Head of Operations.
  • Use data-driven insights to identify opportunities for improvement and growth.
• Compliance & Responsible Gaming
  • Ensure all VIP activities are compliant with regulatory requirements and responsible gaming standards.
  • Train the team on responsible gambling practices and ensure safeguarding measures for vulnerable players.

Requirements:

• Proven experience in a senior VIP, CRM, or customer management role within the online casino / iGaming industry.
• Strong leadership and people management skills.
• Excellent understanding of player behavior, segmentation, and customer lifecycle management.
• Exceptional communication and interpersonal skills, with the ability to build trust with high-value customers.
• Analytical mindset with strong reporting and data analysis skills.
• Ability to work in a fast-paced environment with a results-driven approach.
• Fluency in English; additional languages are a plus.

What we offer:

• Attractive remuneration package
• Wellness benefit (after probation)
• Optician/Spectacle and Blue Lens Benefit (after probation)
• Health Insurance
• Breakfast/lunch all week
• Monthly snacks allowance
• Training support
• Modern office facilities
• Exciting Company Events
• Monthly Beer Fridays
• Eur1,000 Refer a friend bonus
• Relocation package (if required)

You should not apply if ...

• You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We are looking for team members who will put in the work that others won`t.
• You cannot take constructive feedback.
• You can`t handle stress and pressure.
• You have the mindset of "Quick Money", this is a marathon, not a sprint.
• You do not embody our core values.