spinhireVIP Manager / VIP Team Lead
About the specialist
Trilingual VIP Team Lead and Retention Specialist (English, Spanish, and Portuguese) with nearly 4 years in iGaming and 9+ years in international operations. Proven track record of managing multi-tier VIP account portfolios, leading high-performing retention teams, and sustaining month-over-month VIP retention rates above 95% across high-roller segments. Experienced in zero-to-one market launches and regional expansions across Latin America, local talent recruitment, onboarding workflows, and structured QA scorecards. Combines transactional data analytics with relationship-driven account management to streamline Pre-VIP conversion pipelines, minimize player churn, and maximize Customer Lifetime Value (LTV) while optimizing bonus-to-revenue ratios and protecting Net Gaming Revenue (NGR).
Skills
Work experience
● Lead, coach, and mentor a high-performing team of VIP Managers, supervising operations for an active portfolio of 1,500+ VIP; accounts and a pipeline of 3,000+ Pre-VIP players.; ● Maintained a sustained month-over-month VIP retention rate above 95%, consistently outperforming departmental targets.; ● Streamlined the Pre-VIP to VIP qualification and upgrade funnel, accelerating high-value player migration through data-driven; campaigns and proactive lifecycle handling.; ● Established department QA scorecards, operational SOPs, and onboarding roadmaps to support regional market launches; (including expansion and multilingual team hiring).; ● Monitored deposit target fulfilment, bonus cost ratios, and Net Gaming Revenue (NGR) trends, ensuring sustainable player; Lifetime Value (LTV) while mitigating bonus abuse and margin erosion.
Preferred geography
Remote, anywhere
Languages
Spanish - Native / English C1 / Portuguese C1