Head of VIP
The client is an international online gaming company offering sports betting and casino services, with a significant presence in Latin America. Its strategic focus is to deliver a high-quality, personalised gaming experience, leveraging advanced technology and localised services to cater to the preferences of the different Latin American players. The company develops and launches its own Casino Games, as well as operates its own CRM, CS and Back-office platforms.
This role is perfect for those who aim to build and manage VIP lifecycle journeys (retention, reactivation, loyalty growth), develop and execute a comprehensive VIP strategy, and lead and scale the VIP management team. It also involves defining segmentation strategy for high-value players, optimising VIP bonus models, rewards, and loyalty programmes, and monitoring and improving key KPIs such as VIP LTV, ARPU, Retention Rate, NGR, and churn.
The successful candidate will ensure high-quality personalised communication across channels, collaborate closely with CRM, BI, Marketing, and Product teams, and control VIP budgets to ensure ROI-positive bonus allocation.
- Build and manage VIP lifecycle journeys (retention, reactivation, loyalty growth)
- Develop and execute a comprehensive VIP strategy
- Lead and scale the VIP management team
- Define segmentation strategy for high-value players
- Optimise VIP bonus models, rewards, and loyalty programmes
- Monitor and improve key KPIs: VIP LTV, ARPU, Retention Rate, NGR, churn
- Ensure high-quality personalised communication across channels
- Collaborate closely with CRM, BI, Marketing, and Product teams
- Control VIP budgets and ensure ROI-positive bonus allocation
- 5+ years of experience in iGaming (required)
- 3+ years of experience in VIP management or high-value player retention (required)
- Proven experience managing VIP teams (required)
- Strong understanding of player segmentation and monetization strategies (required)
- Experience working with bonus cost optimization and ROI modeling (required)
- Strong analytical skills and data-driven mindset (required)
- English level - at least Upper-Intermediate (required)
- Spanish - will be a plus (nice-to-have)
- Commercially driven and revenue-focused mindset (required)
- Strong leadership and motivational skills (required)
- Exceptional communication and interpersonal skills (required)
- High level of emotional intelligence (required)
- Proactive and solution-oriented (required)
- Ability to manage high-pressure situations (required)
- Strong ownership and accountability (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.