VIP Manager
We are helping our client, a fast-growing US social gaming company, hire a VIP professional to build and own its VIP function from the ground up.
Our client brings together Social Casino, digital collectibles and pack-opening experiences, and Daily Fantasy Sports (DFS) into one seamless consumer platform, currently live across 46 US states.
This is a foundational hire with genuine ownership. The VIP function is still being built, so you’ll have the opportunity to define how it works from day one – designing the player segmentation, tiers, rewards, communication strategy and processes, while also remaining hands-on in managing relationships with the platform’s highest-value players.
It’s an exciting opportunity for someone who has experience managing high-value players in iGaming and has helped build or scale a VIP programme before, but now wants the opportunity to own the strategy, shape the function and build something from scratch, rather than simply inherit an established playbook.
The Role
You’ll be responsible for developing and managing the VIP player experience, with a focus on engagement, retention, loyalty and long-term customer value.
You’ll combine strategic thinking with a highly hands-on approach — building the foundations of the VIP programme while personally developing relationships with high-value players and understanding what drives their engagement.
You’ll work closely with CRM, Product, Marketing, Customer Support and Data teams to create a seamless and personalised experience for VIP customers and continuously improve the programme as the business grows.
What You’ll Do
- Build the VIP programme from the ground up, including player segmentation, tiering, rewards, perks, communication cadence and escalation processes
- Develop strategies for VIP onboarding, engagement, retention and reactivation
- Personally manage relationships with high-value players, providing a highly personalised and proactive experience
- Monitor player behaviour and identify opportunities to improve engagement, retention and customer value
- Develop targeted initiatives, rewards and exclusive experiences based on individual player behaviour and preferences
- Define and optimise key VIP metrics, including retention, churn, revenue per VIP, reward efficiency and VIP cohort growth
- Work closely with CRM, Product, Marketing, Customer Support and Data teams to deliver targeted player engagement initiatives
- Analyse player data and behaviour to improve segmentation and continuously refine the VIP strategy
- Identify trends, risks and opportunities within the VIP player base and turn these into actionable initiatives
- Gather player feedback and work cross-functionally to improve the overall customer experience
- Provide regular reporting, insights and recommendations to leadership
- Handle player issues and escalations quickly and professionally, particularly where high-value customers are involved
- Ensure VIP activity, communications and incentives align with responsible gaming practices and applicable regulatory requirements
What We’re Looking For
- 3+ years of dedicated VIP Management or High-Value Player Management experience within online gaming, such as casino, sportsbook or social/sweepstakes gaming
- Previous experience building, launching or significantly scaling a VIP programme, process or team from the ground up
- A genuinely hands-on approach — you’re comfortable both setting the strategy and personally managing players
- Strong understanding of VIP player behaviour, retention, segmentation and engagement
- Strong analytical and problem-solving skills, with the ability to turn player data into actionable strategies
- Excellent communication and relationship-building skills
- Comfortable working cross-functionally with CRM, Product, Marketing, Data and Customer Support teams
- Highly organised, detail-oriented and able to prioritise in a fast-moving environment
- Resilient and confident when dealing with challenging player situations or time-sensitive decisions
- Entrepreneurial mindset and the ability to operate effectively in an evolving environment where not everything has been built yet
- Based in the US and able to work remotely within US time zones
What’s In It For You
- The opportunity to build a VIP function from the ground up and have a direct impact on how it develops
- Genuine ownership and visibility within a fast-growing social gaming business
- The chance to shape the VIP strategy, processes and player experience rather than simply manage an existing programme
- A fast-paced, entrepreneurial environment with significant room to grow
- Competitive base salary plus a strong commission/incentive structure
- Fully remote working within US time zones