Chief Executive Officer

Chief Executive Officer

Our client operates within the iGaming ecosystem specialising in high value player services and relationship management for established online gaming brands. The business is focused on delivering premium customer experiences driving long term player engagement and providing personalised account management through dedicated teams and data driven CRM strategies. Operating across multiple international markets our client combines in house expertise with selected external partners to deliver scalable compliant and high quality player operations. As part of an ongoing growth phase the organisation is strengthening its leadership and operational structure to support an expanding team and evolving business needs.

The Chief Executive Officer is responsible for the overall leadership strategic direction and operational performance of the business. The role has a strong focus on VIP player management customer retention and customer experience excellence.

The CEO will lead a business model centred on VIP Account Management where Account Managers own defined player portfolios and will also hold full accountability for the performance and governance of outsourced Customer Service operations. This role requires a senior leader with a strong background in customer operations CRM and player lifecycle management ideally within iGaming or another highly customer centric regulated digital environment

Location: Hybrid / Remote

Reports to: Board of Directors

Responsibilities:

As Chief Executive Officer your broad responsibilities will include but are not limited to:

Executive Leadership and Strategy

• Define and execute the companys overall strategy with a strong emphasis on playerretention loyalty and lifetime value.

• Translate commercial objectives into clear operational plans across VIP AccountManagement and Customer Service.

• Act as the primary point of accountability to the Board for financial operational and people performance.

• Provide leadership during a period of organisational evolution and growth.

VIP Account Management and CRM Leadership

• Oversee the structure performance and scalability of the VIP Account Management function.

• Ensure each Account Manager effectively manages their assigned player portfolio with afocus on retention reactivation satisfaction and loyalty.

• Ensure responsible gaming principles are embedded within all VIP processes.

• Define monitor and optimise KPIs including retention churn average revenue per userlifetime value and VIP engagement.

• Drive effective use of CRM platforms segmentation models incentive strategies and personalisation.

Customer Experience and Outsourced Support Oversight

• Own and manage relationships with outsourced Customer Service providers.

• Define and monitor SLAs KPIs quality standards and escalation processes.

• Ensure outsourced teams deliver a consistent high quality brand aligned customer experience.

• Lead regular performance reviews and continuous improvement initiatives with external partners.

People Leadership and Culture

• Build lead and mentor senior managers and key functional leaders.

• Foster a customer first performance driven culture.

• Ensure alignment between internal teams and external service providers.

• Promote ethical behaviour accountability and high professional standards across the organisation.

Operational Excellence and Governance

• Ensure all operations adhere to applicable regulatory requirements internal controls and responsible gaming standards.

• Work closely with Compliance Finance and Legal functions to manage operational and regulatory risk.

• Oversee budgeting forecasting and performance tracking for customer facing operations.

• Champion data driven decision making across the business.

Requirements:

• Proven senior leadership experience at CEO Managing Director COO or equivalent level ideally within iGaming or a comparable customer centric digital industry.

• Strong background in customer operations CRM and player lifecycle management including ownership of VIP or high value customer portfolios.

• Demonstrated experience managing outsourced or third party service providers and operating effective governance models.

• Solid commercial understanding of retention economics including key customer metrics such as lifetime value churn and engagement.

• Hands on experience with CRM platforms customer analytics and data driven decision making.

• Experience operating in regulated and multi market environments with the ability to balance commercial performance with compliance and responsible gaming requirements.

• International operational exposure and experience scaling customer focused teams or loyalty programmes.

• Strong leadership communication and stakeholder management skills with a clear customer first mindset and long term value focus.

This is an exceptional opportunity to apply your expertise and contribute to the success of a high-performing organisation with a global presence.

What we offer:

Competitive Compensation: You will receive a highly competitive compensation package which includes a competitive base salary performance bonuses and other incentives all reflective of your experience and contribution.

Work-Life Balance: We value work-life balance and offer flexible working arrangements recognising that achieving your best in your career requires a healthy balance between work and personal life.