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
- Locations
- Malta
- Remote status
- Hybrid
- Employment type
- Full-time
About iTalent PLUS
As iGaming recruitment specialists, at iTalent PLUS, we take pride in our role as matchmakers between exceptional talent and forward-thinking employers. From tackling personal decisions to reaching important milestones, our job is to guide you on the path of success. We are fueled by our commitment to excellence and go the extra mile to make sure our clients are fully satisfied with our work.
As a team of professional Recruitment Consultants, we create partnerships with a purpose, and always strive for significant outcomes. Contact us today for an initial consultation, and find out more about how we can tailor our services to your needs.