Head of VIP

• Develop and execute a comprehensive VIP strategy for the Brazilian market, aligned with the company's commercial objectives and growth targets
• Take full ownership of the VIP function, including player acquisition into VIP tiers, retention, reactivation, loyalty programmes, and relationship management
• Lead, manage, and develop the VIP team, establishing clear performance objectives, service standards, and operational processes
• Design and optimise VIP segmentation models, tier structures, loyalty programmes, and personalised player engagement strategies
• Oversee the management of high-value players, ensuring exceptional service levels and a personalised player experience
• Develop strategies to maximise VIP player retention, engagement, lifetime value, and sustainable profitability
• Monitor VIP performance metrics, including player activity, retention, churn, reactivation, revenue contribution, and bonus efficiency
• Oversee VIP promotional budgets, rewards, incentives, and hospitality initiatives, ensuring effective allocation and return on investment
• Identify opportunities to enhance VIP offerings through exclusive experiences, events, partnerships, and personalised services
• Work closely with CRM, Marketing, Product, Payments, Customer Support, and Compliance teams to deliver a seamless VIP experience
• Establish effective processes for VIP onboarding, relationship management, escalations, and service quality
• Analyse VIP player behaviour, market trends, and competitor offerings to identify opportunities for improvement and growth
• Ensure all VIP activities comply with applicable Brazilian gambling regulations, responsible gaming requirements, and internal policies
• Provide regular reports and strategic recommendations to senior management regarding VIP performance, commercial opportunities, and operational improvements

• Extensive experience in VIP management, player retention, or high-value customer relationship management within the B2C iGaming industry
• Proven experience in a senior VIP leadership position, such as Head of VIP, VIP Director, or an equivalent role within an online casino and/or sportsbook operator
• Direct experience managing VIP operations targeting the Brazilian iGaming market is essential
• Strong understanding of Brazilian player behaviour, cultural preferences, and the local competitive landscape
• Demonstrated experience developing and implementing VIP strategies, loyalty programmes, and high-value player retention initiatives
• Proven track record of managing VIP teams and delivering measurable improvements in player engagement, retention, and revenue
• Strong commercial and analytical skills, with the ability to interpret player data and optimise VIP performance
• Experience managing VIP budgets, promotional incentives, rewards, and personalised engagement programmes
• Excellent relationship management, communication, negotiation, and leadership skills
• Strong understanding of responsible gaming principles, player protection, and regulatory compliance within VIP operations
• Ability to balance commercial objectives with customer experience, regulatory requirements, and sustainable player relationships
• Strategic mindset combined with a hands-on, results-oriented approach
• Fluent English is mandatory
• Portuguese proficiency is highly desirable