Head of VIP

Summary

The Head of VIP will have end-to-end responsibility for the commercial and operational performance of the VIP function. This is a hands-on leadership role requiring strong people-management capability, commercial judgement and the ability to interpret data and use performance indicators to drive decisions.

The Head of VIP owns the commercial and operational performance of the brand’s VIP program end to end: how players are communicated with, how the team is organized and measured, how upgrades and bonuses are decided, and how the tooling supporting all of that is actually adopted day to day. This is a hands-on leadership role that blends people management, commercial judgment, and enough data fluency to run the function by evidence rather than instinct.

Key Responsibilities

• Team Leadership & People Management
  • Own performance, coaching, and quality review for the full VIP Account Management team.
  • Set and enforce real communication standards – tone, personalization, empathy, professionalism – backed by an actual coaching program.
  • Build a genuine relationship-first, proactive instinct in the team – the difference between an agent who resolves tickets and one who manages a portfolio.
• Process & Operational Discipline
  • Own how VIP players are communicated with across every channel – email, live chat, WhatsApp, Telegram – ensuring consistency and context-awareness regardless of which agent is handling the conversation.
  • Define and enforce shift structure – what the team works, in what order, and by when.
  • Own adoption of the VIP tooling stack.
• Commercial & Data Ownership
  • Own the upgrade and segmentation strategy across the VIP, HV – consistent messaging, clear prioritization, and clean agent assignment.
  • Own bonus-granting discipline on the team – make sure agents use the agreed calculation framework consistently and can defend every offer they give, rather than improvising.
  • Work fluently from KPIs and dashboards to manage team performance and workload.
• Cross-Functional Partnership
  • Work directly with the monitization team in order to improve VIP retention.
  • Partner with BA/BI on KPI and measurement governance.
  • Represent the VIP function to management with judgment – flag risk rather than just executing against a brief.

Key Requirements

• Highly numerate and comfortable analysing VIP performance, player value, retention, bonus expenditure, lifetime value and other relevant commercial KPIs.
• Proven VIP leaders who can demonstrate meaningful team-management experience, a structured approach to coaching and quality assurance, strong commercial awareness and confidence working with data.
• Business-minded – comfortable owning a commercially-accountable function and understands the tradeoffs behind player decisions: hold, lifetime value, retention, and where they conflict.
• High-net-worth (HNW) relationship experience – a track record managing relationships with high-value individuals, whether in iGaming, financial services, luxury, or a comparable high-touch client vertical.
• Data-literate – able to read and act on dashboards and KPIs to run the team day to day; deep analytics or modeling skill isn’t required, but real comfort with metrics is.
• People management & organization – this is a leadership role first. The person needs to build, coach, and run a team – not simply be the strongest individual account manager.
• Industry experience – iGaming or sportsbook background strongly preferred.