The Client
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 Role
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.
Key Responsibilities
Strategic Leadership
● 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
Team Leadership & Development
● 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
Client & Relationship Management
● 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
Performance, Analytics & Reporting
● 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
Cross-Functional Collaboration
● 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
What they're looking for
● 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
Desirable Attributes
● 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
What They Offer
● 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