Head of VIP / Senior VIP Manager

NDA

We are Headshot Recruitment Agency, and our client is seeking a highly experienced Head of VIP / Senior VIP Manager to lead the development and execution of a best-in-class VIP program. Our client is a leading international brand in the gambling and betting industry, operating across multiple markets and platforms.

This role requires strategic thinking, operational excellence, and a deep understanding of VIP customer behavior. The ideal candidate has proven success in building, optimizing, and scaling VIP programs in the iGaming space. This is an opportunity to shape VIP standards, improve player satisfaction, and drive significant revenue growth through elite-level service and personalization.

NDA

Remote

(Remote)

Full-time

Responsibilities:

• Conduct a full audit of the current VIP program, identifying strengths, weaknesses, and performance metrics
• Develop and present a long-term VIP strategy and roadmap aligned with business goals
• Define VIP criteria and implement a system for automated VIP status assignment
• Scale VIP segmentation logic across the entire infrastructure of the company
• Oversee VIP client segmentation and lead as a stakeholder in building dashboards via Power BI to track key metrics, including churn rate
• Implement behavioral alert systems for VIP activity monitoring and ensure quick response to changes
• Manage and optimize Bonus Rate offerings for VIP users
• Create custom offers and personalized engagement strategies
• Automate trigger-based mechanics and set up tailored communication scenarios
• Convert manual solutions into scalable product features
• Launch and supervise 24/7 VIP support, ensuring high service quality and rapid issue resolution
• Build and manage a premium concierge service, expanding exclusive benefits for high-value players
• Form and lead a team of personal VIP account managers (sales), monitoring their performance and client interactions
• Optimize internal VIP business processes, improving the customer journey and increasing satisfaction
• Monitor market trends and continuously implement VIP best practices

Requirements:

• Proven experience in leading VIP programs within international gambling or betting companies
• Deep understanding of VIP player psychology, motivation, and retention drivers
• Experience designing and optimizing bonus systems, VIP offers, and exclusive campaigns
• Demonstrated success in launching full-scale VIP products or initiatives, with the ability to discuss in detail during interviews
• Expertise in retention, upselling, cross-selling, and gamification strategies
• Strong analytical skills and expert-level Excel usage, with experience overseeing report creation in Power BI / Grafana / Tableau
• Solid understanding of VIP customer support and VIP sales operations, including key performance metrics
• Direct experience working with high-roller players spending hundreds of thousands of dollars per month
• High level of accountability and readiness to make business-critical decisions
• Upper-intermediate or higher level of English (B2+) is a strong advantage
• Passion for setting new industry standards in VIP service rather than simply meeting KPIs

Sector

High-risk iGaming

Employment

Full-time

Interested in the vacancy, 
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Headshot is the leading IT recruitment agency on Cyprus, offering comprehensive services to match skilled professionals with cutting-edge technology companies. With a focus on personalized solutions, we meticulously tailor our recruitment process to ensure the perfect fit for both candidates and employers. Backed by years of industry experience and a commitment to excellence, we provide unmatched support throughout the hiring journey, making us the go-to partner for all your talent acquisition needs

+35796270367

careers@headshotit.com

Omiros & Araouzos Tower
Olympion 25
3035 Limassol, Cyprus