Job Title

Head of VIP

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Job Description

Welcome to manage a team of 21 VIP Managers at our multiple award-winning Gambling Company if you have a hands-on Head of VIP experience.

As a team, we always strive to be better at what we do. We believe in collaboration, a non- hierarchical approach, our own initiatives, and last but not least in having fun at work!

  • • Strong in data analysis, gambling psychology, strategy planning
  • • Expertise in staff handling
  • • Strong supervisory and leadership skills
  • • Developing People
  • • Performance managing
  • • Experience in hiring and managing the staff in the team
  • • Process Competence


  • • Manage a team of Deputy Heads, who oversee the day-to-day responsibilities of the VIP Account managers
  • • Assist Deputy Heads with decision making and strategizing
  • • Manage the day-to-day routine and goals of the VIP team and monitor the quality of the VIP service provided
  • • Monitor the productivity of the VIP team to meet and exceed the VIP financial targets
  • • Maximize revenue and activity from the VIP segments
  • • Find and develop new VIP and co-ordinate Sales to VIP handovers
  • • Ensure continuous reactivation campaigns are executed
  • • Work with the various departments such as KYC, Fraud & Risk, CRM, Sales and Customer Support to identify and nurture potential new and existing VIP customers throughout their life cycle
  • • Work with the VIP Managers to deliver new innovative promotions and commercial opportunities for VIP customers
  • • Maintain knowledge of industry, business and management principles involved in sales planning and activity
  • • Formulate strategies and objectives to deliver sales, revenue and activity targets and KPI’s for the VIP channel
  • • Analyze the performance of promotions and campaigns through data led insight
  • • Monitor personnel issues and the performance and attendance of the department
  • • Manage issues with the staff through assessment and subsequent corrective action protocol
  • • Continuously work on the improvement of all systems and tools used by the VIP Department
  • • Responsible for recruiting and retention of VIP staff to manage constantly increasing workload and providing regular reports regarding staff changes
  • • Manage and coordinate training of VIP Department
  • • Coach and mentor members to groom them for promotion across positions in different departments in the company
  • • Manage and maintain all procedures of the department and ensure that they are adhered to and implement effective processes
  • • Work closely with all department heads in the company to ensure any relevant feedback or complaint raised by customers are addressed and acted upon as soon as possible; and review and resolve all customer complaints; Coordinate with CRM, Sales and VIP departments to incorporate plans to increase customer satisfaction
  • • Hold regular meetings with department staff to discuss expectations and hear team concerns
  • • Make weekly presentation & report to higher management about department milestones and progress
  • • Reporting and analytical experience of VIP Department

We offer:

  • • Competitive salary (Base + Bonuses) with additional benefits is currently on offer
  • • Challenging work, with award-winning products, in a dynamic, international team
  • • Professional and personal development
  • • Opportunities to progress within the company
  • • Ability to work Remotely or in one of the 7 offices across all over Europe (From Latvia to Cyprus)

Are you the one we are searching for?  Apply right now and we will contact you during 24Hours.

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