VIP Team Lead

We work with international iGaming partners and help Gambling projects build and scale their VIP operations across Tier-1 markets.
We are currently expanding our team and looking for a VIP Team Lead with hands-on online casino experience and a strong understanding of the UK market.
In this role, you will take ownership of VIP operations across partner projects, lead a team of VIP Managers, develop high-value player strategies, and directly impact Retention, LTV, GGR and NGR.
Responsibilities
Develop and scale VIP operations for online casino projects in the UK market.
Lead a team of VIP Managers, including task allocation, player portfolio management, KPI tracking and team development.
Build VIP strategies and player segmentation based on value, deposits, GGR / NGR, LTV and behaviour.
Develop personalised retention, reactivation and win-back approaches for high-value players.
Create and optimise individual offers, bonuses, cashback, free spins and loyalty benefits.
Monitor key VIP metrics including Retention, Churn, LTV, Repeat Deposits, GGR, NGR, bonus cost and profitability.
Analyse the VIP portfolio to identify churn risks and growth opportunities.
Ensure a high standard of communication and service across the VIP team.
Handle complex player requests, complaints and escalations.
Work closely with CRM / Retention, Product, Payments, Support, KYC and Antifraud teams.
Build team KPIs, reporting, SOPs and VIP service standards.
Participate in hiring, onboarding and development of VIP Managers.
Support the launch of VIP operations for new partner projects when required.
Requirements
2+ years of relevant experience in VIP / Retention within iGaming.
Hands-on experience with online casino and high-value players.
Previous experience as a VIP Team Lead, VIP Lead, Senior VIP Manager, VIP Manager or in a similar role.
Hands-on experience working with VIP players in the UK market is required.
Experience managing a VIP team.
Strong understanding of LTV, Retention, Churn, Repeat Deposits, GGR, NGR, bonus cost and profitability.
Experience with VIP segmentation and player portfolio management.
Experience developing personalised offers, bonus mechanics and retention strategies.
Good understanding of bonus economics and the commercial impact of VIP incentives.
Strong analytical, leadership and communication skills.
Experience working cross-functionally with CRM, Product, Payments, Support and Antifraud teams.
Good understanding of Responsible Gambling principles.
English sufficient for working with the UK market and international teams.
Nice to have
Experience building a VIP function from scratch.
Experience across other Tier-1 markets.
Experience working across multiple Gambling projects.
Experience with CRM automation and personalised VIP communications.
What we offer
Work with Gambling projects across the UK and other Tier-1 markets.
Exposure to multiple international partner projects rather than a single product.
High ownership and direct impact on Retention, LTV, GGR and NGR.
The opportunity to build VIP processes, KPIs and standards from the ground up.
The opportunity to build and grow your own VIP team.
Minimal bureaucracy and fast decision-making.
Direct collaboration with key product and business teams.
All necessary tools and resources to build a strong VIP function.