Head of VIP (Tier1)

We are looking for a Head of VIP to build and lead a VIP Management department from scratch across our online casino products operating in Tier-1 markets.
This is a hands-on leadership role for someone who understands high-value players, knows how to retain and reactivate them, and wants to rethink traditional VIP management through AI, automation, and personalized player experiences.
This role is best suited for a hands-on Senior VIP Manager ready to step into leadership, rather than someone looking for a purely strategic or people-management position.

What You Will Do:

Establish the VIP Management function from scratch, including team structure, hiring, workflows, and service standards.
Recruit and develop a team of VIP Managers.
Take ownership of VIP operations, player engagement, retention, and reactivation.
Take ownership of our internally developed VIP CRM and shape its further development.
Work on AI-powered player analytics, VIP identification and prediction, communication analysis, and process automation.
Actively use AI tools to improve operational efficiency and personalization.
Identify opportunities to make VIP management faster, smarter, and more effective.
Develop personalized retention and reactivation strategies for high-value players.
Design VIP bonus mechanics, loyalty initiatives, gamification, and tailored engagement campaigns.
Analyze player activity, deposit behavior, communication history, and engagement patterns.
Review individual VIP cases and identify opportunities to improve player relationships and retention.
Establish performance monitoring and continuously improve VIP engagement strategies.
Launch and validate the VIP Management model on the first casino product.
Adapt and expand successful processes across additional brands.

What We Expect:

4+ years of direct, hands-on experience working with VIP players in online casinos.
Strong understanding of VIP Retention, Reactivation, loyalty programs, bonus mechanics, and gamification.
Proven ability to manage relationships with high-value players and handle complex player situations.
Strong analytical thinking and the ability to evaluate individual player cases and make informed decisions.
Practical interest in AI tools, CRM automation, and data-driven player management.
Ability to work independently, challenge existing approaches, and take ownership of results.
English proficiency sufficient for direct communication with VIP players.
Russian or Ukrainian language proficiency.