Head of VIP

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

📋 Description

• Create and implement a detailed VIP strategy tailored for the Brazilian market, in line with the company's commercial goals and growth ambitions.

• Assume complete responsibility for the VIP function, which includes acquiring players into VIP tiers, retaining them, reactivating accounts, managing loyalty programmes, and fostering relationships.

• Lead, manage, and nurture the VIP team, setting clear performance targets, service benchmarks, and operational procedures.

• Develop and refine VIP segmentation models, tier structures, loyalty programmes, and customized player engagement strategies.

• Supervise the management of high-value players, ensuring outstanding service quality and a tailored player experience.

• Formulate strategies to enhance VIP player retention, engagement, lifetime value, and sustainable profitability.

• Track VIP performance metrics, including player activity, retention rates, churn, reactivation, revenue contributions, and bonus efficiency.

• Manage VIP promotional budgets, rewards, incentives, and hospitality initiatives, ensuring efficient allocation and a positive return on investment.

• Identify opportunities to improve VIP offerings through exclusive experiences, events, partnerships, and personalized services.

• Collaborate closely with CRM, Marketing, Product, Payments, Customer Support, and Compliance teams to provide a seamless VIP experience.

• Establish effective procedures for VIP onboarding, relationship management, escalations, and service quality assurance.

• Analyze VIP player behavior, market trends, and competitor offerings to pinpoint improvement and growth opportunities.

• Ensure compliance of all VIP activities with relevant Brazilian gambling regulations, responsible gaming requirements, and internal policies.

• Deliver regular reports and strategic recommendations to senior management regarding VIP performance, commercial prospects, and operational enhancements.

⛳️ Requirements

• Significant experience in VIP management, player retention, or high-value customer relationship management within the B2C iGaming sector.

• Demonstrated experience in a senior VIP leadership role, such as Head of VIP, VIP Director, or a similar position within an online casino and/or sportsbook operator.

• Direct experience managing VIP operations aimed at the Brazilian iGaming market is crucial.

• Strong comprehension of Brazilian player behavior, cultural nuances, and the local competitive environment.

• Proven expertise in developing and executing VIP strategies, loyalty programmes, and initiatives for retaining high-value players.

• A successful track record in managing VIP teams and achieving measurable improvements in player engagement, retention, and revenue.

• Strong commercial and analytical capabilities, with the ability to interpret player data to enhance VIP performance.

• Experience overseeing VIP budgets, promotional incentives, rewards, and personalized engagement initiatives.

• Exceptional relationship management, communication, negotiation, and leadership abilities.

• Deep understanding of responsible gaming principles, player protection, and regulatory compliance within VIP operations.

• Capability to balance commercial goals with customer experience, regulatory obligations, and sustainable player relationships.

• Strategic outlook paired with a hands-on, results-driven approach.

• Fluent English is required.

• Proficiency in Portuguese is highly desirable.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Dynamic work environment with a focus on innovation.

• Comprehensive health and wellness programs.

• Employee discounts and perks.