Head of VIP

Position Overview

We’re looking for an experienced and driven Head of VIPs to lead the development and execution of our VIP strategy across multiple brands, markets, and product verticals. This is a strategic and hands-on leadership role at the heart of our customer experience operation—designed for someone who excels in elite service, data-driven insights, and people management.

You’ll be responsible for managing our most valuable customer relationships, managing a team of VIP Account Managers, and delivering high-impact retention programs that drive engagement, loyalty, and revenue growth.

Key Responsibilities

• Oversee the entire VIP lifecycle, from acquisition to reactivation, ensuring an exceptional experience at every touchpoint.
• Guide your team of VIP Account Managers to build strong, long-term relationships with high-value players through tailored and proactive service.
• Develop and maintain personalised reward schemes, bespoke offers, and exclusive experiences.
• Identify emerging VIPs by analysing player behaviour, performance metrics, and engagement patterns.
• Create and execute high-value campaigns including VIP-only tournaments, missions, and bespoke events.
• Lead segmentation and targeting strategies in collaboration with CRM, marketing, and product teams.
• Personalise the VIP experience across digital and offline channels to maximise engagement and satisfaction.
• Stay on top of market trends and competitor activity to evolve and refine the VIP proposition.
• Lead, coach, and develop a team of VIP Account Managers across different geographies and brands.
• Define clear KPIs (e.g. retention, revenue uplift, engagement rates) and drive team performance toward achieving them.
• Conduct regular team training, share best practices, and implement frameworks to improve service consistency.
• Collaborate with Customer Support, Compliance, Risk/Payments, and Product teams to ensure seamless and compliant VIP support.
  
• Monitor key metrics and player performance to inform strategy and optimise campaigns.
• Evaluate bonus eligibility and campaign impact based on player analytics.
• Prepare monthly reports for senior stakeholders with insights on KPIs, ROI, and growth opportunities.
• Ensure all VIP activities comply with regulatory requirements and internal policies
• Lead quality assurance efforts across team communications and client-facing content.

Requirements

• 3–5 years of experience in the iGaming industry is essential.
• Minimum of 2 years in a management role overseeing VIP Account Managers within a Casino and/or Sportsbook environment.
• Proven track record in VIP retention, player engagement, and revenue generation.
• In-depth knowledge of Casino products is mandatory; experience with Sportsbook is a plus.
• Fluency in English (written and spoken) is required; additional languages are a bonus.

The above duties provide a generic description of the Employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list. Additional related, duties may be assigned by the Line Manager in line with business exigencies and continuity.

Why Work With Us?

At Silverspin, we’re not just about work—we’re about passion, innovation, and community. Joining us means you’ll be part of a team that celebrates creativity, supports professional growth, and values every voice. We’re committed to making Silverspin a place where you’ll be excited to come to work every day (and maybe have a little fun along the way!). 🎉💼  We offer:

• Competitive Salary & Benefits
• Growth & Development Opportunities
• Creative and Collaborative Environment

Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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