Head of VIP
The Head of VIP role is for a brand and gaming platform accessible to players in Latin America. With a strong regional focus and localized strategies, the platform is quickly becoming a key player in the market.
This position involves developing long-term VIP strategy, key performance KPIs and ensuring proper strategy execution. It also requires analysing player data and behaviour to identify opportunities for revenue growth, upselling, cross-selling, and improving player retention and engagement through targeted marketing campaigns and VIP offers.
The role includes developing VIP acquisition strategy (including online and offline), generating and executing initiatives for VIP base growth. It also involves developing a system of strong relationships with VIP players, acting as their main point of contact, understanding their preferences, resolving issues, and providing personalised assistance to ensure customer satisfaction and loyalty.
Furthermore, the Head of VIP will lead and inspire a team of VIP Account Managers, VIP Customer Support team, and VIP Hospitality Team, providing guidance, training, and mentorship to ensure excellent customer service and achievement of departmental goals. Collaboration with cross-functional teams is essential to align VIP initiatives with marketing and CRM strategies, product enhancements, operational improvements, and regulatory compliance.
The position also entails preparing and managing the departmental budget, monitoring expenses, and optimising resource allocation. Regular reporting on VIP performance, revenue generated, player feedback, and key metrics is required to support data-driven decision-making. Communication with senior management regarding updates, reports, and insights on the VIP program's performance is also a key responsibility.
Staying up-to-date with industry trends, competitor activities, and market dynamics to identify emerging opportunities, best practices, and potential risks that may impact the VIP stream is crucial.
- Develop long-term VIP strategy, key performance KPIs and ensure proper strategy execution.
- Analyze player data and behavior to identify opportunities for revenue growth, upselling, cross-selling, and improving player retention and engagement through targeted marketing campaigns and VIP offers.
- Develop VIP acquisition strategy (including online and offline), generate and execute initiatives for VIP base growth.
- Develop a system of strong relationships with VIP players, acting as their main point of contact, understanding their preferences, resolving issues, and providing personalized assistance to ensure customer satisfaction and loyalty.
- Lead and inspire a team of VIP Account Managers, VIP Customer Support team, VIP Hospitality Team, providing guidance, training, and mentorship to ensure excellent customer service and achievement of departmental goals.
- Collaborate with cross-functional teams to align VIP initiatives with marketing and CRM strategies, product enhancements, operational improvements, and regulatory compliance.
- Prepare and manage the departmental budget, monitor expenses, and optimize resource allocation.
- Provide regular reports on VIP performance, revenue generated, player feedback, and key metrics to support data-driven decision-making.
- Communicate regularly with senior management to provide updates, reports, and insights on the VIP program's performance.
- Stay up-to-date with industry trends, competitor activities, and market dynamics to identify emerging opportunities, best practices, and potential risks that may impact the VIP stream.
- Experience in a VIP management role, preferably in the iGaming industry (required)
- Strong understanding of online gaming, casino products, and the overall iGaming ecosystem (required)
- Proven track record in managing and growing VIP programs, enhancing player experiences, and driving revenue (required)
- Analytical mindset with a strong grasp of data analysis and reporting tools to derive actionable insights (required)
- Familiarity with responsible gaming practices and regulatory compliance in the iGaming industry (required)
- English level - at least Upper-Intermediate (required)
- Spanish - will be a plus (nice-to-have)
- Outstanding interpersonal and communication skills, both written and verbal (required)
- Excellent leadership skills with the ability to motivate and manage a diverse team (required)
- Proactive and solution-oriented mindset (required)
- Health & Wellness Focus
- Global Medical Coverage
- Growth Opportunities
- Benefits Programs (compensation for the gym/stomatology/psychological service & etc.)
- Performance-Driven Rewards
- Dynamic Work Environment
Growe is a business advisory and services group operating in the iGaming and entertainment industries. Headquartered in Warsaw, it combines strategic vision with hands-on expertise to help businesses navigate the sector, enter new markets and achieve sustainable growth. Its capabilities span business and brand strategy, market research, marketing solutions, IT customisation, organisational structuring and talent management. The company focuses on launching new iGaming brands worldwide and turning challenges into competitive advantages for its clients.