Head of VIP

Your influential mission. You will...

• Define and execute a long-term VIP strategy aligned with business goals and market trends.
• Develop segmentation models to identify and nurture high-value customers.
• Design and optimize VIP programs benefits and events to boost loyalty and lifetime value.
• Monitor industry best practices and competitor offerings to keep programs innovative and competitive.
• Present VIP strategies performance insights and growth plans to stakeholders and senior leadership.
• Create personalized engagement plans for top-tier customers using data insights and behavioral analysis.
• Implement proactive retention strategies to reduce churn and improve satisfaction.
• Oversee exclusive promotions and experiences tailored for VIP segments.
• Analyze VIP performance metrics such as revenue contribution retention and engagement.
• Use insights to refine strategies and identify growth opportunities within the VIP segment.
• Report program effectiveness and ROI to senior leadership.
• Lead and mentor VIP team members ensuring high performance and professional growth.
• Monitor VIP team performance and KPIs to maintain service quality and operational efficiency.
• Collaborate with Marketing Product and Risk teams to deliver seamless VIP experiences.
• Represent the VIP function in strategic planning and cross-department initiatives.
• Introduce new technologies and tools to enhance personalization and service delivery.
• Drive creative initiatives like exclusive events loyalty programs and bespoke rewards.
• Ensure compliance with Responsible Gambling AML and Data Protection standards.
• Participates in regular training sessions and keeps up to date with process documentation.
• Completes additional tasks as requested by management to support business needs.

Qualifications :

Components for success. You...

• Hold a Bachelors degree or higher
• Have 3 years of experience in VIP management CRM or customer engagement within iGaming or similar industries
• Demonstrate strong customer service skills with the ability to manage highvalue client relationships
• Excel in communication and presentation ensuring stakeholder engagement and strategic alignment
• Apply analytical skills with experience in KPI tracking reporting and BI tools (Excel Power BI Tableau)
• Understand Responsible Gambling AML and Data Protection regulations
• Lead teams effectively mentor colleagues and drive continuous improvement in fastpaced environments

Youll get extra points for...

• Speak advanced English (C1 level or higher) with additional languages considered an advantage
• Utilize omnichannel communication platforms (email chat SMS push notifications) and event management tools for VIP campaigns
• Work confidently with CRM platforms such as Salesforce or Optimove and marketing automation tools

Additional Information :

Thrive in a culture that values...

• Contribution and achievements by offering performance bonuses and ample opportunities for internal growth.
• Employees health and well-being through comprehensive health and dental insurance plans life insurance MultiSport card employee assistance program and food travel and wellness allowances.
• Work-life balance by providing 25 days of paid annual leave allowing you to relax and recharge.
• Continuous growth with company-sponsored seminars training programs social activities and events guiding your professional journey and helping you achieve your career goals.
• Celebrating life events with additional bonuses such as newlywed and baby bonuses.

PLAYTECH MANAGED SERVICES
Established in 2007 in Sofia Bulgaria Playtech Management Services a company of Playtech Group has grown into a thriving hub of 500 dedicated professionals fostering a culture of collaboration respect and support. Specializing in customer support and risk management services for leading gaming platforms worldwide our teams boast industry-leading response times and expertise. At Playtech Managed Services we prioritize the personal and professional development of our team members offering opportunities for both horizontal and vertical growth. Our dedicated employees invest their time and expertise in our success and in return we invest our passion in them. We provide a fun creative rewarding and inspiring environment where individuals have the freedom to express themselves.

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.

Remote Work :

No

Employment Type :

Full-time