Head of VIP

Our client operates a licensed online casino platform delivering both real-money and free-to-play gaming experiences. Their team manages casino content operations and integrates a wide portfolio of third-party slot and table games. The business spans unregulated markets, focusing on scalable, player-centric digital casino entertainment.

The Head of VIP Department is a senior leadership role responsible for the overall strategy, performance, and development of our client’s VIP operations. This role oversees the VIP Account Management team, sets standards for high-touch client engagement, and ensures the retention, growth, and satisfaction of the company’s most valuable clients.

The ideal candidate combines strategic thinking with hands-on leadership, deep experience in VIP customer management (ideally within iGaming, online entertainment, or similar client-centric industries), and a strong ability to scale premium customer experiences.

● 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

● Identify opportunities to enhance VIP value propositions, loyalty programs, and exclusive offerings

● 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

● Foster a high-performance, client-centric culture focused on empathy, professionalism, and accountability

● Oversee relationships with top-tier VIP clients and act as an escalation point for high-priority or complex cases

● Ensure consistent, personalised, and premium experiences across the VIP client portfolio

● Build long-term trust with key clients and stakeholders

● Monitor VIP activity, retention, lifetime value, and engagement metrics

● Analyse client behaviour and feedback to identify trends, risks, and growth opportunities

● 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

● Contribute to the design and execution of VIP campaigns, promotions, and exclusive events

● Ensure alignment between VIP initiatives and broader company strategies

● Proven experience in a senior VIP, customer success, or retention leadership role

● Strong background in VIP account management within iGaming, online entertainment, marketing services, 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

● Experience managing high-value client portfolios across multiple markets

● Background in sales retention, loyalty programs, or lifecycle marketing

● Calm, strategic decision-maker under pressure

● Proactive, solutions-driven leadership style

● Strong commercial awareness and revenue-focused mindset

● 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