VIP Customer Analyst
Description
Pin-Up Global is looking for a VIP Customer Analyst to join their team. This role focuses on analysing high-value customer behaviour and providing data-driven insights to support retention and business growth strategies.
The successful candidate will work closely with VIP, CRM, and product teams to monitor key performance metrics and ensure the quality of data across various business sources.
Responsibilities
- Analyze VIP customer behavior, activity, retention, monetization, and engagement patterns.
- Monitor key VIP segment metrics: LTV, ARPU, deposits, withdrawals, GGR/NGR, bonus cost, churn, reactivation, and profitability.
- Build and maintain VIP dashboards, reports, and analytical views for business teams.
- Support VIP, CRM, retention, and product teams with data-driven insights and recommendations.
- Segment VIP users based on value, activity, risk, lifecycle stage, behavior, and business potential.
- Identify churn risks, reactivation opportunities, and growth potential within the VIP base.
- Analyze effectiveness of VIP campaigns, bonuses, offers, promotions, and personal manager activities.
- Investigate suspicious user behavior, abnormal activity patterns, bonus abuse, and potential fraud signals.
- Validate data quality across CRM, product, financial, payment, and BI sources.
- Perform cross-source reconciliation and investigate discrepancies in key business metrics.
- Prepare ad hoc analytical findings, deep dives, and business recommendations for stakeholders.
- Document key metrics, segmentation logic, calculation rules, and data definitions.
Requirements
- 2+ years of experience in product, data, CRM, retention, or customer analytics (required).
- Experience in iGaming, fintech, betting, trading, or other high-load digital products (required).
- Experience working with VIP, CRM, retention, loyalty, or customer success teams (required).
- Strong SQL skills and experience working with large datasets (required).
- Experience analyzing user behavior, customer segments, retention, monetization, and lifecycle metrics (required).
- Understanding of VIP / high-value customer logic, LTV, churn, ARPU, deposits, withdrawals, bonus usage, and engagement patterns (required).
- Experience with segmentation, cohort analysis, funnel analysis, and user-level analytics (required).
- Experience with data validation, reconciliation, and data quality control (required).
- Ability to build dashboards and translate data into clear, actionable insights for business teams (required).
- Good understanding of ETL processes, data structures, and analytical data marts (required).
- Experience with BI tools such as Tableau (required).
- Experience with fraud, bonus abuse, suspicious user behavior, or abnormal financial activity analysis (required).
- Knowledge of A/B testing, campaign analysis, and experiment evaluation (required).
- Familiarity with Python for analytical tasks (required).
- Experience working with clickstream, transactional, payment, or CRM data (required).
- Understanding of bonus economics, player profitability, and customer value models (required).
- Analytical thinking (required).
- Attention to detail (required).
- Strong communication skills (required).
- Business-oriented mindset (required).
- Ownership and accountability (required).
- Proactive approach to problem solving (required).
- Ability to work independently and prioritize tasks (required).
- Cross-functional collaboration (required).
- Ability to explain complex analytical findings to non-technical stakeholders (required).
- High level of confidentiality when working with VIP customer data (required).
Benefits
- Paid vacation (24 calendar days)
- Paid sick leave (10 business days)
- Day-off (4 business days)
- Family Days (3 business days)
- Corporate healthcare
- English language learning (partial coverage)
- Consultations with a psychologist
- Corporate learning
- Gamified corporate platform
- Referral program: bonuses for recommending new employees
- Dedicated People Partner for teams
- Annual corporate events and gifts for holidays/personal events
- In-house Travel service
About Pin-Up Global
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.