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Head of VIP

iGaming Elite Full-Time  Tas-Sliema, Malta 2 Nov 2018

Job Description





The Head of VIP will be responsible for setting the global VIP strategy for a number of our brands  You will work closely with the Director of Retention, the CMO and other departments to ensure that our VIP strategy is fully aligned with the overall commercial priorities of the business.

Key objectives 

  • Translate commercial objectives into VIP goals & strategy
  • Ownership of the VIP budget and target
  • Achieve and report on the overall performance of VIP team (KPI and costs versus targets)
  • Manage & develop the VIP team
  • Set team guidelines on bonuses, campaigns, and promotions based on target, budget, and company strategy
  • Support team in maintaining relationships with elite players
  • Set strategy for Potential VIP development
  • Define the VIP journey and work with other departments across the business to ensure a seamless integration
  • Initiate and follow through on tools development with UX/UI, CRM, CS, payments, risk, fraud teams, etc, based on VIP feedback
  • Work with country managers to support regional and brand strategies
  • Develop and maintain BI and retention tools to enable the running of VIP dashboards and reports
  • Be involved in loyalty, segmentation, RG, LTV, and potential VIP modelling and develop applications for the team
  • Improve the player profiling system and integrate results into the team’s operational activities
  • Familiar with the risk, RG, and SOW requirements in each market
  • Monitor VIP event and hosting preparations
  • Manage and resolve any VIP escalations from the team
  • Work with Legal to manage and document all supplier contracts (SA, SLA, NDA, GDPR)
  • Develop and execute training programs for all new starters and Customer Care agents, to develop their knowledge of VIP interaction

Essential skills 

  • Previous experience in a similar role
  • Proven experience of building and managing relationships with I-gaming VIPs
  • Strong analytical background with proven track record of hitting & exceeding commercial targets
  • Comfortable with data interpretation, visualization, and reporting
  • Familiarity with segmentation, journeys, and potential VIP development
  • Experience in cross departmental collaboration
  • Strong organisational skills and experience of balancing multiple projects
  • Strong leadership capabilities and experience in managing teams
  • Ability to work autonomously and to tight deadlines, effectively prioritize and deliver to a high standard whilst under pressure
  • Marketplace awareness and understanding of trends
  • Excellent communication skills (written, verbal and presentational)

Desirable skills, experiences or other relevant to the role:

  • Experience in offline VIP events and hospitality
  • Experience in casino & i-gaming
  • Language skills


  • Outstanding interpersonal skills and the ability to establish positive relationships with employees at all levels of the business as well as external partners
  • Resilient, approachable with the ability to work successfully in a dynamic, fast paced environment
  • Ability to operate as a team player, with a flexible and positive attitude
  • Always operates with the highest levels of honesty, integrity and fidelity, acting in the best interest of the business at all times
  • Sociable and friendly
  • Adopts a “hands on” approach

For more information or to apply for this role, please send your CV & Cover Letter to:

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