Head of VIP

Our client is seeking a strategic and dynamic Head of VIP to lead the development and execution of their global VIP strategy across a portfolio of gaming brands. This role is responsible for retaining and growing high-value players by overseeing VIP service teams, driving data-led engagement initiatives, and ensuring a highly personalised customer experience that fosters loyalty and long-term value.

Key Responsibilities:

• Define and implement the VIP strategy across multiple territories, products, and channels


• Lead, mentor, and develop VIP Account Managers and Hosts to deliver exceptional service


• Leverage player data and behavioural insights to identify, segment, and nurture high-value customers


• Create and manage bespoke promotions, events, and exclusive experiences for VIP players


• Monitor player activity to identify risks and take proactive measures to prevent churn and enhance the player journey


• Build strong, high-touch relationships with key players through a proactive, personalised approach


• Own and deliver on key VIP performance metrics, including retention, ARPU, NGR, reactivation, and satisfaction


• Collaborate cross-functionally with Product, CRM, Payments, and Business Analytics teams


• Oversee the annual VIP budget, including rewards and hospitality spend


• Produce regular performance reports and strategic recommendations for senior leadership

Skills & Experience:

• Minimum 5 years' experience in a senior VIP role within a global online gaming operator


• Commercially astute with a deep understanding of player value, segmentation, and ROI


• Outstanding communication and relationship management skills


• Proven ability to operate effectively at both strategic and operational levels


• Strong data literacy, including the use of segmentation and personalisation tools


• Adaptable, entrepreneurial, and thrives in a fast-paced, evolving environment