Location: Remote

About the Hiring Company:
We are seeking an experienced and highly driven VIP Manager / Team Lead to manage, grow, and retain our portfolio of high-value players across multiple jurisdictions. The ideal candidate will have strong experience in the online casino/iGaming industry, excellent relationship-building skills, deep understanding of player behavior, and the ability to deliver a premium, personalized VIP experience.

This role requires a results-oriented professional who can combine player relationship excellence with data-driven insights, tailored promotions, and strategic retention initiatives. Close collaboration with internal teams is essential to ensure a seamless and world-class VIP experience.

Job Responsibilities:

VIP Relationship Management

• Build, maintain, and nurture long-term relationships with high-value players across targeted markets.

• Provide exceptional, personalized support—responding quickly, professionally, and with weekend availability where needed.

• Maintain proactive, frequent communication across multiple channels while upholding brand tone and professionalism.

• Increase player touchpoints to strengthen loyalty, drive consistent engagement, and boost overall activity.

Team Leadership & Management

• Lead, mentor, and support members of the VIP team to ensure high performance and professional growth.

• Oversee daily team operations, ensuring excellent service delivery and adherence to company standards.

• Provide leadership and coaching to help the team meet and exceed KPIs.

• Conduct performance evaluations and provide ongoing coaching and development.

• Coordinate team schedules and ensure coverage during peak hours and weekends when required.

• Foster a positive, collaborative, and results-driven team culture.

Retention, Growth & Player Engagement

• Develop and execute retention strategies to increase activity levels, deposit frequency, and player lifetime value.

• Create tailored bonuses, promotions, and incentives based on behavioral data and individual preferences.

• Identify opportunities for upsell, reactivation, and targeted segmentation.

• Maintain regular follow-ups with VIP players to maximize playtime and minimize churn.

• Implement early-intervention strategies to mitigate churn risks proactively.

Program Development & Campaign Execution

• Enhance and optimize the VIP program to ensure competitiveness and alignment with market expectations.

• Work closely with Marketing, CRM, and Product teams to execute exclusive campaigns and region-specific initiatives.

• Generate ideas for VIP events, hospitality experiences, and on-site visits that stimulate engagement and deposits.

Data Insights & Reporting

• Analyze player behavior, activity trends, deposit patterns, and revenue metrics using CRM and BI tools.

• Prepare regular reports on VIP KPIs, player performance, and market insights.

• Use data-driven insights to identify opportunities for growth and improve overall VIP performance.

Cross-Department Collaboration

• Collaborate with Customer Support, Marketing, CRM, Finance, Risk/Payments, and Product teams to ensure seamless service delivery.

• Ensure accurate player segmentation, personalized communication flows, and proper campaign execution.

• Work closely with compliance teams to ensure adherence to regulatory standards across all jurisdictions.

Jurisdictional & Market Knowledge

• Maintain awareness of cultural nuances, responsible gaming requirements, and regulatory differences across regions.

• Use jurisdictional insights to personalize player interactions and tailor campaigns accordingly.

• Build and maintain a strong network of high-value players across multiple markets, expanding activity and deposit potential.

The Successful Candidate:

• Minimum 2–3 years of proven experience as a VIP Manager within the online casino/iGaming industry.

• Proven experience in leading, managing, or mentoring a team (VIP team leadership experience).

• Demonstrated success in VIP retention, relationship development, activity increase, and revenue optimization.

• Strong existing network or access to high-value players across various jurisdictions is a significant advantage.

• Exceptional interpersonal, communication, and negotiation skills.

• Strong analytical and problem-solving abilities with the ability to interpret KPIs and player data.

• Ability to work independently, prioritize effectively, and thrive in a fast-paced digital environment.

• Premium customer-service mindset with a focus on enhancing engagement and driving higher activity.

• Flexible availability, including weekends when required.

• Solid understanding of online casino games, player psychology, and casino operations.

• Experience with CRM systems, segmentation tools, and retention methodologies.

• Bachelor’s degree in Business, Marketing, or a related field will consider as an advantage.

• Minimum 2–3 years of proven experience as a VIP Manager within the online casino/iGaming industry.

• Mandatory: English & Arabic

• Considered a plus: French and/or Spanish

• Positive, professional, and solution-oriented mindset.

• High integrity, discretion, and accountability when handling VIP accounts.

• Passion for delivering a world-class VIP experience.

Interested?

If the position has caught your attention and you wish to apply, please upload your CV along with your contact info. If you want to know more about the position.

SmartRecruitment.com is our responsible recruitment partner for this position, they are a consultancy firm within recruitment/head-hunting. SmartRecruitment.com support their clients in recruiting iGaming & Crypto experts globally.