Head of VIP & Loyalty

Our client is a trusted, free-to-play online social casino offering an exciting range of games and immersive experiences. They are expanding their leadership team and seek a Head of VIP & Loyalty to design, scale, and own the high-value player strategy from anywhere in the world. This is your chance to shape how premium players experience the brand, drive long-term value, and lead a team through a period of rapid growth. You will be responsible for building a player-centric program that blends hospitality with commercial decisions, supported by data, product, and CRM. You will report to the General Manager and play a key role in setting the direction for VIP experiences, loyalty rewards, and reinvestment strategies. Own VIP strategy and the player lifecycle for high-value players, developing segmentation and personalized experiences to strengthen engagement, retention, and lifetime value. Define reinvestment frameworks and player treatment guidelines; evaluate offer effectiveness, profitability, and reinvestment efficiency. Partner with Product, CRM, Analytics, and Marketing to evolve loyalty programs, rewards, and engagement initiatives. Monitor metrics such as retention, profitability, and satisfaction; translate insights into actionable improvements. Lead and develop the VIP team; set goals, establish standards, and design scalable processes. Champion exceptional service for VIP players and coordinate with Customer Support, Payments, Risk, and Operations to remove friction in key journeys. Balance hospitality and commercial decisions to scale the VIP operation responsibly. Ensure a compliant, player-first culture that supports sustainable growth. 5+ years in VIP, loyalty, CRM, customer lifecycle, or player development roles with strong analytics and communication skills. Experience managing high-value segments; familiarity with loyalty programs and player segmentation; comfortable in a high-growth environment. Preferred background in Sweepstakes Casino, Online Casino, iGaming, Sports Betting, or Social Casino; leadership experience with VIP hosts or player development teams. In addition to shaping a leading loyalty strategy, you will join a collaborative leadership team that values the voice of the player. This role offers remote flexibility, a fast-growing culture, and the opportunity to influence product, partnerships, and profitability while maintaining a strong ethical stance on player welfare.