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Head of VIP Management
2 weeks ago
About the Role
We're seeking a high-caliber Senior VIP Manager to build and lead our VIP programme from the ground up. You'll be instrumental in shaping the strategy, establishing processes, and driving both growth and retention of high-value players across Tier 1 international markets (e.g., Germany, Ireland, Canada, Italy, Portugal, Poland, Hungary). This is a hands-on, strategic role — you'll manage VIP relationships personally at first, and over time may build and lead a team (VIP hosts + support).
You'll work closely with CRM, operations, support, and marketing to ensure our VIP experience stands out and drives performance.
Key Responsibilities
- Define and execute the VIP strategy: segmentation, lifecycle, acquisition/activation of new VIPs, retention, reactivation, and referrals.
- Build the VIP programme architecture: VIP tiers, benefits, rewards, exclusive offers, events and experiential touch-points tailored to high-value players.
- Personally manage a portfolio of top-tier players: establishing relationships, understanding player behaviour, offering customised experiences and incentives.
- Monitor player performance, behaviour and value: identify opportunities, manage risk (churn, bonus abuse, regulatory risk), and optimise offers.
- Collaborate with CRM & support teams (tools such as Smartico, Zendesk) to design personalised communications, campaigns, and lifecycle journeys.
- Build and lead (in due course) a team of VIP hosts: recruiting, training, setting targets, coaching and performance management.
- Work with marketing, analytics, and product to feed VIP behaviour insights into broader retention & growth initiatives; use data and segmentation to inform decision making.
- Ensure that VIP processes comply with regulatory/licensing requirements and internal controls.
- Act as the voice of VIP players internally — advocate for elevated service levels, bespoke offers and seamless experiences.
Requirements & Skills
- Minimum 5-7 years' experience in VIP management/host roles in the online casino/iGaming industry (experience with Tier 1 markets is a strong plus).
- Proven track record of delivering growth and retention of high-value players in international markets (experience with Tier 1 markets is a strong plus).
- Strong strategic mindset combined with hands-on execution capability — able to build processes and lead a team, but also comfortable being in the trenches.
- Excellent relationship-building and communication skills: ability to work with diverse personalities and geographies.
- Analytical capability: able to interpret data (player value, behaviour, KPIs) and turn insights into action.
- Familiarity with CRM tools, ticketing/support systems, and VIP workflow management (experience with Smartico or Zendesk is a plus, though not mandatory).
- Fluency in English is mandatory; proficiency in another European language (German is a strong plus) is highly desirable.
- Based in Cape Town and eligible to work in South Africa. Willing to work from the office several days per week.
Nice-to-Haves
- Experience launching a VIP programme / building a VIP department from scratch.
- Previous experience managing VIP hosts/team leadership in iGaming.
- Multi-market experience (particularly Tier 1 jurisdictions) across both retention and acquisition of high-value players.
- Experience with local South African brands is a plus.
