Director, VIP Experience – Loyalty

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and develop the MVP strategy, which encompasses player segmentation, tier design, service model, and engagement principles throughout the player lifecycle and across all products.

• Create an annual roadmap and operational plan that aligns MVP initiatives with retention, engagement, lifetime value, and responsible gaming goals.

• Discover opportunities to enhance the MVP experience through personalized outreach, rewards, exclusive access, events, and improvements to products or services.

• Establish decision-making frameworks for investments, offers, experiences, and escalations while balancing player impact, commercial value, and regulatory compliance.

• Regularly communicate and present updates to the executive leadership team.

• Lead, mentor, and develop MVP Managers and Player Representatives.

• Set objectives for the team, establish service standards, performance metrics, and capacity planning.

• Create scalable playbooks, training materials, quality standards, escalation procedures, and knowledge-sharing practices.

• Design and manage high-touch engagement strategies to strengthen customer loyalty and mitigate churn risk.

• Act as the primary escalation point for sensitive or complex MVP issues.

• Ensure a consistent and unique MVP experience across digital platforms, service interactions, rewards, and live events.

• Utilize player feedback and insights from relationship managers to enhance service design and advocate for MVP players.

• Oversee the complete end-to-end MVP experience.

• Collaborate with RevOps and CRM teams on targeted lifecycle campaigns, communications, and engagement journeys.

• Partner with Product and Analytics teams to enhance MVP offerings and journeys, evaluate outcomes, and create scalable solutions.

• Work together with Customer Support to set service expectations, manage handoffs, and establish escalation practices.

• Collaborate with Compliance and Legal to ensure that interactions, rewards, communications, and events comply with applicable regulations and company policies.

• Define and monitor scorecards that track retention, engagement, churn, lifetime value, player satisfaction, operational quality, and responsible gaming metrics.

• Convert data and qualitative insights into actionable recommendations for senior leadership.

• Lead the testing and evaluation of new MVP initiatives, scaling successful programs while discontinuing ineffective strategies.

• Establish operational rhythms for planning, forecasting, reporting, issue management, and communication with stakeholders.

⛳️ Requirements

• Over 10 years of experience in managing high-value players, customer success, loyalty, CRM, retention, or customer experience, preferably in the gaming, sports betting, or DFS sectors.

• More than 4 years of progressive leadership experience, demonstrating the ability to build, mentor, and retain high-performing teams.

• Proven track record in developing and implementing customer engagement or loyalty strategies that enhance retention, engagement, and lifetime value.

• Strong commercial acumen and analytical skills, with experience leveraging player or customer data to identify opportunities, measure impact, and make informed decisions.

• Experience collaborating cross-functionally with marketing, product, analytics, customer support, compliance, and legal departments.

• Exceptional written and verbal communication capabilities, including presenting to and influencing senior stakeholders and cultivating trusted relationships with high-value players.

• Proficient in CRM platforms, segmentation, loyalty programs, and performance reporting.

• Familiarity with responsible gaming practices is highly desirable.

• A strong commitment to delivering outstanding player experiences.

• A passion for sports, fantasy sports, and/or iGaming is advantageous.

• Must have authorization to work for any employer in the U.S.; employment visa sponsorship is not available.

🏝️ Benefits

• Company-subsidized medical, dental, and vision plans.

• 401(k) plan with company match.

• Annual bonus opportunity.

• Flexible PTO to promote a healthy work/life balance (2 weeks strongly encouraged!).

• Generous paid leave programs, including 16-week paid parental leave and disability benefits.

• Workplace flexibility and modern work schedules focused on achieving results rather than hours worked.

• Company-wide in-person events and team outings.

• Lifestyle enhancement program.

• Company equipment provided (Windows and Mac options available).

• Annual performance reviews with opportunities for growth and career development.