Head of VIP
required to lead a team based in Gibraltar (must be willing to relocate) responsible for managing high-value player relationships within the sweepstake, social casino or online gaming industry. This role combines team leadership, data analysis and client relationship management, with a strong focus on improving processes, driving player retention and optimising VIP account management practices. This role is office based in Gibraltar - relocation is essential.
What's on offer to you?
- The opportunity to lead and develop a team of VIP Account Managers.
- A varied role combining strategic leadership, performance management and hands-on account management.
- The opportunity to drive process improvements and influence VIP engagement and retention strategies.
- The chance to collaborate with cross-functional teams and contribute to business performance.
What You Will Be Doing
- Lead, mentor and manage a team of VIP Account Managers on a day-to-day basis.
- Set clear KPIs, conduct regular one-to-one meetings and deliver structured performance reviews.
- Identify individual skill gaps and develop targeted coaching plans.
- Oversee the full VIP lifecycle, including onboarding, engagement, retention and reactivation.
- Act as the escalation point for complex, high-stakes VIP cases requiring senior judgement.
- Ensure compliance with KYC/AML protocols and redemption procedures at every touchpoint.
- Establish and maintain VIP communication standards, including proactive outreach schedules, tone guidelines and gift/bonus frameworks.
- Conduct regular audits of existing VIP workflows.
- Design, document and implement improved processes with clear ownership and measurable outcomes.
- Promote a culture of continuous improvement by proactively identifying opportunities and driving structured experimentation.
- Work with Product, CRM and Compliance teams to translate operational needs into platform or tooling improvements.
- Oversee VIP performance reporting, building, maintaining and presenting dashboards that track key metrics.
- Analyse data to recommend strategic changes to VIP tiering, bonus structures and engagement routines.
- Deliver weekly, monthly and quarterly reports to senior leadership, translating data into clear business insights.
- Use BI tools such as Power BI, Tableau or equivalent platforms to create self-service dashboards for cross-functional teams.
- Monitor player behaviour by segment to identify VIPs at risk of leaving before churn occurs.
What You Will Need to Succeed in This Role
- A minimum of 3-5 years' experience in VIP Account Management or a senior player-facing role.
- Previous experience within the sweepstake industry, social casino or online gaming sector.
- Demonstrated experience managing or team-leading a group of account managers or agents.
- Strong analytical skills, with the ability to interpret and present data independently.
- A proven track record of process improvement or operational optimisation in a VIP or player management environment.
- Exceptional written and verbal communication skills in English.
- Confidence working across multiple interfaces and in a hybrid on-site/remote environment.
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