Director of VIP

Accountabilities • Own the global VIP portfolio, with accountability for revenue, retention, lifetime value, incentive efficiency, and overall customer exposure.

• Define and continuously optimize VIP segmentation, tiers, benefits, limits, engagement models, and portfolio frameworks.

• Establish real-time monitoring, reporting, alerting, and decision-making processes to support proactive portfolio management.

• Make high-impact commercial decisions regarding incentives, bespoke offers, player limits, and customer treatment.

• Develop and evolve the overall VIP vision and strategy across casino and sportsbook products.

• Monitor competitor VIP propositions and changing expectations among high-value customers to maintain a differentiated and relevant offering.

• Balance short-term commercial performance with long-term loyalty, sustainable value creation, and brand positioning.

• Own the VIP onboarding journey from initial engagement through long-term relationship development and retention.

• Collaborate with CRM, product, social, acquisition, streaming, partnerships, and brand teams to grow VIP acquisition and engagement.

• Oversee VIP social and community channels, including platforms such as X and Discord, as ongoing acquisition, engagement, and community-building channels.

• Develop frameworks for turning partnerships, sponsorships, events, and talent relationships into exclusive VIP experiences and benefits.

• Lead and develop the existing VIP team, onboard planned hires, and establish clear roles, KPIs, workflows, and performance expectations.

• Build a culture of proactive engagement, responsiveness, accountability, and commercial decision-making.

• Define VIP KPIs, reporting cadences, governance standards, and decision frameworks in collaboration with data, CRM, and product teams.

• Improve tooling, automation, processes, and operational workflows to increase scalability and efficiency.

• Maintain strong governance around incentives, customer risk, exposure, and player treatment while proactively identifying potential issues.

• Provide senior leadership with regular performance outlooks, strategic recommendations, and actionable insights.

Requirements

• 5+ years of experience in VIP leadership, portfolio management, or high-value customer management within the iGaming industry.

• Proven experience owning high-value customer portfolios with direct responsibility for commercial performance, retention, and customer lifetime value.

• Strong understanding of high-value player behavior, VIP propositions, segmentation, incentives, and competitive dynamics within iGaming.

• Demonstrated ability to develop and execute strategic VIP programs across casino, sportsbook, or comparable digital entertainment products.

• Strong analytical and commercial judgment, with the ability to make high-impact decisions in fast-moving and uncertain environments.

• Experience building, managing, and developing teams, including defining operating models, KPIs, responsibilities, and workflows.

• Strong cross-functional collaboration skills and the ability to work effectively with CRM, product, data, marketing, acquisition, partnerships, and brand teams.

• Ability to translate customer and performance data into actionable commercial strategies and decisions.

• Comfortable operating in an always-on, high-responsibility environment where proactive decision-making and risk awareness are essential.

• Excellent communication, stakeholder-management, prioritization, and problem-solving skills.

• High degree of autonomy, ownership, resilience, and commercial thinking.

Benefits

• Competitive contractor fees with performance-linked incentives.

• Remote-first international contracting arrangement.

• High autonomy and direct influence over commercial and customer performance.

• Opportunity to lead and shape a growing VIP organization.

• Leadership responsibility for a team expected to grow to approximately nine people.

• Significant ownership of a critical growth, retention, and customer-value function.

• Opportunity to work across casino, sportsbook, CRM, product, partnerships, social, acquisition, and brand initiatives.

• Exposure to a fast-moving, international digital entertainment environment.

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