Join our client’s innovative team and help shape the future of enterprise iGaming solutions. We’re looking for individuals to drive the next generation of B2B gaming technology. With a brand new Limassol office strengthening their growing office network, this is an opportunity to be part of the team from the ground up.
Role Overview
We are looking for an experienced Head of VIP to build, lead, and manage the company’s VIP Department across multiple iGaming brands and markets.
This is a senior leadership role responsible for VIP strategy, high-value player management, team leadership, retention performance, NGR optimization, and cross-functional coordination with CRM, Risk, Payments, Compliance, Product, Support, and Management teams.
The Head of VIP will not only manage key VIP players directly but also build and scale the VIP function, define processes, set standards, lead the team, and ensure consistent, profitable, and compliant VIP operations.
The ideal candidate combines strong leadership ability with deep iGaming VIP experience, commercial thinking, and a strong understanding of player behaviour and lifecycle management.
Key Responsibilities
- Build, lead, and manage the VIP Department across multiple brands and markets.
- Define VIP strategy, structure, workflows, standards, and communication guidelines.
- Recruit, train, mentor, and supervise VIP managers and VIP account managers.
- Set KPIs for VIP performance, including retention, reactivation, NGR, churn, bonus cost, and player satisfaction.
- Segment and prioritize high-value players based on value, behavior, and lifecycle stage.
- Develop VIP lifecycle strategies including onboarding, engagement, retention, reactivation, and win-back.
- Design and manage personalized VIP offers (cashback, reloads, free spins, free bets, loyalty rewards).
- Ensure all VIP incentives are commercially controlled and do not harm NGR.
- Monitor VIP performance across markets, brands, products, and segments.
- Collaborate with CRM on segmentation, campaigns, and player journeys.
- Work with Payments to ensure smooth deposit and withdrawal experiences for VIP players.
- Work with Risk to detect and manage bonus abuse, fraud, multi-accounting, and high-risk behavior.
- Work with Compliance on AML, KYC, EDD, RG, SOF/SOW, and player protection cases.
- Handle escalated VIP cases, complaints, urgent requests, and sensitive situations.
- Review VIP communication quality, offer logic, and account management standards.
- Prepare VIP performance reports, including retention, value, churn, and profitability metrics.
- Monitor competitor VIP programs and industry trends.
- Improve VIP tools, segmentation logic, workflows, and reporting systems.
- Support recruitment, onboarding, and training of VIP team members.
Team Leadership Responsibilities
- Set weekly and monthly priorities for the VIP team.
- Assign VIP portfolios based on market, value, and player type.
- Review VIP manager performance and account strategies.
- Ensure proper documentation of all VIP communication and decisions.
- Control bonus distribution and ensure adherence to internal approval rules.
- Build structured workflows for escalation, approvals, complaints, and risk cases.
- Develop a high-performance, responsible, and commercially disciplined VIP culture.
- Ensure confidentiality, ownership, and professionalism within the team.
Product Areas Covered
- Slots
- Live casino
- Mini games
- Sportsbook
- Racing
- Virtual sports
- E-sports
- Bonus and promotions systems
- Cashback and loyalty mechanics
- Free spins and free bets
- Payment and withdrawal systems
- VIP reward programs
- Player lifecycle and retention systems
VIP Commercial Responsibilities
- Increase VIP retention, engagement, and reactivation.
- Improve deposit frequency and long-term player value.
- Protect and optimize NGR from VIP segments.
- Reduce unnecessary bonus cost and over-bonusing.
- Build structured and personalized VIP incentive strategies.
- Identify valuable players early and accelerate VIP onboarding.
- Manage declining or inactive VIP segments with targeted actions.
- Support cross-sell between casino and sportsbook.
- Monitor VIP profitability by segment, market, product, and manager.
- Shift focus from short-term bonuses to long-term value creation.
Risk & Compliance Coordination
- Monitor suspicious VIP behavior and bonus abuse.
- Identify multi-accounting, fraud patterns, and payment risk.
- Work with Risk on high-risk betting or gameplay behavior.
- Coordinate AML, KYC, EDD, SOF/SOW escalations with Compliance.
- Manage responsible gaming flags, self-exclusion, and player protection cases.
- Control exposure to arbitrage, abuse, or high-risk promotional usage.
- Ensure VIP strategy remains compliant and risk-aware.
Required Skills & Experience
- Proven experience as Head of VIP, VIP Team Lead, VIP Manager, or CRM/Retention leadership role.
- Strong iGaming VIP management experience.
- Experience leading and developing teams in a commercial environment.
- Strong understanding of VIP lifecycle, retention, reactivation, and loyalty systems.
- Deep knowledge of player behavior across casino and sportsbook products.
- Strong commercial mindset with focus on NGR, LTV, and profitability.
- Experience working with CRM, Risk, Payments, Compliance, Product, and Support teams.
- Strong analytical skills and ability to interpret player data and behavior.
- Experience managing bonus systems and controlling promotional costs.
- Strong communication, leadership, and decision-making skills.
- Ability to handle sensitive and escalated VIP cases professionally.
- Strong understanding of AML, KYC, and responsible gaming frameworks.
- Excellent English communication skills.
- High level of ownership, confidentiality, and accountability.
- Ability to perform under pressure with high-value player situations.
Nice to Have
- Experience as Head of VIP in Tier-1 or Tier-2 iGaming markets.
- Experience building a VIP department from scratch.
- Experience managing both casino and sportsbook VIP segments.
- Experience with CRM/VIP tools (Smartico, Optimove, Fast Track, Braze, Salesforce, etc.).
- Experience with loyalty programs, cashback systems, and VIP segmentation models.
- Experience managing international high-value player bases.
- Additional languages.
- Experience with VIP reporting and performance dashboards.
- Strong understanding of bonus abuse, payment risk, and sportsbook risk behavior.
Ideal Candidate Profile
The ideal candidate is a strong VIP leader who combines commercial intelligence, leadership capability, and deep understanding of high-value player behavior.
They are not just managing VIP players. They are building and leading the entire VIP function, shaping strategy, improving profitability, protecting NGR, controlling risk exposure, and ensuring a high-quality player experience.
They know how to balance player satisfaction with business discipline and risk control.
Key Success Metrics
- Fully operational and well-structured VIP Department.
- Improved VIP retention, reactivation, and engagement.
- Increased VIP lifetime value and deposit activity.
- Improved NGR performance from VIP segments.
- Reduced bonus costs and over-bonusing.
- Strong VIP team performance and accountability.
- Clear workflows, escalation rules, and communication standards.
- High-quality VIP experience and satisfaction levels.
- Faster resolution of VIP-related issues.
- Strong cooperation with CRM, Risk, Payments, Compliance, Support, Product, and Management.
- Accurate VIP reporting and performance tracking.
- Proper handling of risk, AML, and responsible gaming cases.
The salary range for this position will be shared with shortlisted applicants.