Head of VIP

Hi there! Do you want to make a significant contribution to the world of the gaming industry? We are looking for a dedicated Head of VIP to join our VIP team.

About the role

M5Team is a company of professionals that provides its clients with the highest level of customer service and the best sales solutions.
Our website is https://m5team.net/ .

Our values

Lead from Within: We grow through trust, support, and knowledge sharing. We invest in our people to shape future leaders from the inside.
Growth Mindset: A drive to act, experiment, and learn from mistakes. We value initiative and fast decision-making over rigid processes.
Product Ownership: Personal accountability for user impact. Every role shapes the final product, so we treat our work as our own.
As we continue to grow, we're looking for a Head of VIP who can take full ownership of our VIP segment, build effective player management processes, and drive both player loyalty and business results.
In this role, you'll lead the VIP team, develop personalized player experiences and bonus programs, analyze player behavior, and identify opportunities to increase engagement, retention, and profitability across the high-value player segment.
We're looking for someone with strong iGaming VIP expertise, a deep understanding of player behavior, and a hands-on leadership approach who can turn player insights into effective strategies and measurable business results.

What we're looking for:

2+ years of experience as a Head of VIP or in a similar leadership role within iGaming, Forex, or Crypto
Proven experience working with VIP players in gambling, preferably across Tier 1 markets
Strong understanding of player motivation and behavior, with the ability to turn insights into actionable strategies
Strong analytical skills and experience working with player data to identify trends and growth opportunities
Ability to build strong relationships with VIP players and effectively communicate the value of the brand
Experience creating personalized offers and tailored experiences for high-value players
Experience developing and managing bonus programs aligned with business goals
Experience establishing QA standards and monitoring the quality of VIP team processes
Strong leadership skills with experience managing, developing, and motivating a team
English B2+ level
Will be a plus:

Experience working with Livechat and Helpdesk
Understanding of loyalty programs and retention strategies
Experience with CRM systems and tools for managing and segmenting the customer base
What you'll do:

VIP Strategy & Operations: Develop and implement effective VIP player management processes to ensure a high-quality and efficient player experience
Business Performance: Own financial targets for the VIP segment, balancing player value, profitability, and long-term growth
Team Leadership: Lead, mentor, and develop the VIP team, setting clear objectives and KPIs aligned with business goals
VIP Programs: Develop and execute personalized bonus and engagement programs for VIP players
Player Insights: Analyze player behavior and trends to identify opportunities for personalized engagement, retention, and improved service
Quality Management: Ensure high standards of service and consistency across VIP team processes
What we offer:

Flexible work format. Office in Kyiv or remote your choice.
Flexible working hours.
Learning and development. We cover 50% of individual courses, training, and language programs, and 100% of team courses.
Legal support. Free consultations with our lawyers + 50% discount on legal services.
Health insurance.
Regular salary reviews.
Team building and events in Ukraine and abroad.
Last but not least, we value ownership over bureaucracy. We believe in clear communication, fast decision-making, and a culture where people can make an impact, develop their teams, and grow together with the company.

Are you ready to take ownership of the VIP segment and turn player relationships into measurable business results? Show us your CV and let's make it a match!