Head of VIP Retention
Pin-Up Global is looking for a Head of VIP Retention to oversee the VIP function, including retention, VIP managers, and VIP support. The role involves managing team performance, processes, strategy, and key performance indicators to ensure high-quality service and player engagement.
The successful candidate will be responsible for developing and implementing VIP strategies and policies that focus on personalized, user-needs-based engagement. This includes identifying the specific needs of VIP players and creating tailored services, privileges, and product solutions that deliver value throughout the entire player lifecycle.
- Oversee the VIP function, including Retention, VIP Managers, and VIP Support, covering team management, processes, strategy, and KPIs.
- Develop and implement the VIP strategy and policies, focusing on personalized, non-sales-driven, user-needs-based player engagement.
- Identify the key needs of VIP players and develop personalized services, privileges, concierge services, and product solutions that deliver value to VIPs.
- Enhance segmentation, personalization, and strategies for retaining, reactivating, and increasing the value of VIP players throughout the entire player lifecycle.
- Enhance VIP communications through personalized interactions, new communication channels, and engagement formats.
- Implement and optimize triggers, personalized engagement flows, activity monitoring, analytics, retention, and reactivation initiatives.
- Establish VIP support standards, prioritization rules, and escalation procedures.
- Monitor response times and resolution quality, taking into account each player’s value and needs.
- Manage the economics of the VIP function, including NGR, LTV, and the cost-effectiveness of bonuses, privileges, engagement mechanics, and services.
- 3+ years of experience in VIP / Retention in iGaming, including experience managing a team or function (required).
- Strong understanding of VIP players’ specific needs, preferences, and behavior (required).
- Experience developing and implementing VIP strategies, player segmentation, and personalized player engagement approaches (required).
- Understanding of the full VIP player lifecycle: Pre-VIP → VIP → Retention → Churn Prevention → Reactivation (required).
- Experience managing key VIP performance metrics, including NGR, LTV, Retention, Churn, Reactivation, Bonus Cost, and VIP Share (required).
- Experience developing VIP services, personalized communications, bonuses, privileges, and loyalty programs (required).
- Experience working with CRM systems, communication automation, triggers, and personalized engagement flows (required).
- Experience defining requirements and assigning tasks to Product, Analytics, and CRM teams, as well as collaborating with cross-functional teams (required).
- Team management experience, including setting goals and KPIs, monitoring performance, and developing team members (required).
- English language – Upper-Intermediate (B2) and above, sufficient for working with international teams, communicating with partners, and handling professional documentation (required).
- An exciting and challenging job in a fast-growing business group.
- The opportunity to be part of a multicultural team of top professionals in Development, Architecture, Management, Operations, Marketing, Legal, Finance and more.
- Great working atmosphere with passionate experts and leaders, sharing a friendly culture and a success-driven mindset is guaranteed.
- Beautiful offices in Warsaw, Limassol, Almaty, Yerevan - work remotely or on-site with comfort and enjoy the opportunity to build a network of connections with professionals day by day.
- Modern corporate equipment based on macOS or Windows and additional equipment are provided.
- Paid vacations, sick leave, personal events days, days off.
- Corporate health insurance program for your well-being.
- Referral program - enjoy cooperation with your colleagues and get the bonus.
- Educational programs: regular internal training sessions, compensation for external education, attendance of specialized global conferences.
- Rewards program for mentoring and coaching colleagues.
- In-house Travel Service.
- Multiple internal activities: online platform for employees with quests, gamification, presents and news, RedCore clubs for movie / book / pets lovers, special office days dedicated to holidays.
- Corporate events, team buildings.
PIN-UP Global is an international holding company that develops technologies, B2B solutions and products for the iGaming industry. Headquartered in Warsaw, the group brings together businesses spanning product development, technology and marketing services for online gaming. It supports a portfolio of companies and brands operating across multiple markets. PIN-UP Global focuses on building advanced technology and products for the gambling sector.