VIP Team Lead

  • Eyespy Recruitment
  • Malta
  • Mar 19, 2020
Full time Customer Service Jobs iGaming Jobs Management Jobs VIP Jobs

Job Description

VIP Team Lead

Our client a leading established iGaming business who are a bingo-led operator with a strong portfolio of online gaming brands, providing entertainment to a global consumer base.

Their success would not be possible without our #WinningTeam! Join a dedicated team who will challenge you, support you, and help you soar to new heights. With us, you'll be gaining a career, not just a job.

The VIP Team Lead will report into the Head of Lifecycle Optimization and be responsible for the strategy execution and the development of the VIP team. He or she will also maintain close cooperation with other departments such as CS, Compliance, CRM, and Product to ensure that the VIP strategy is translated to and integrated with all areas of the business.

Key objectives and responsibilities:

  • Strategy Execution
  • Achieve and report on the overall performance of VIP team
  • Ownership of the VIP budget, target, and bonus costs
  • Work with other departments across the business to ensure a seamless integration
  • Be involved in loyalty, segmentation, RG, LTV, and potential VIP development
  • Work with country managers to support regional and brand strategies
  • Be Familiar with the risk, RG, and SOW requirements in each market
  • Team Management



  • Manage & develop the VIP team
  • Support team in maintaining relationships with elite players
  • Manage and resolve any VIP escalations from the team
  • Maintain and explain VIP dashboards and reports
  • Improve the player profiling system and integrate results into the team’s operational activities
  • Work with Legal to manage and document all supplier contracts (SA, SLA, NDA, GDPR)
  • Develop and execute training programs for all new starters and Customer Support
  • Monitor VIP event and hosting preparations
  • Set strategy for Potential VIP development
  • Manage VIP bonus programs and costs
  • Essential skills and experiences relevant to the role:
  • Proven experience of building and managing relationships with I-gaming VIPs
  • Strong analytical background with proven track record of hitting & exceeding commercial targets
  • Comfortable with data interpretation, visualization, and reporting
  • Familiar with segmentation, journeys, and potential VIP development
  • Experience in cross departmental collaboration
  • Strong organisational skills and experience of balancing multiple projects
  • Strong leadership capabilities and experience in managing teams
  • Ability to work autonomously and to tight deadlines, effectively prioritize and deliver to a high standard whilst under pressure
  • Marketplace awareness and understanding of trends
  • Excellent communication skills (written, verbal and presentation)