About this role
THE ROLE:
The VIP Team Lead supports the day-to-day management of VIP operations while maintaining direct relationships with high-value players. This role combines hands-on VIP account management with team support responsibilities, ensuring excellent customer experience, player retention, and high service standards across the VIP team. The role acts as a key support to the Regional Operational Director, providing guidance to VIP Account Managers, handling escalations, and supporting the execution of VIP retention and engagement initiatives.
WHAT YOU'LL DO:
• Lead, motivate, and support the VIP Account Management team, fostering a collaborative, high- performing, and customer-focused culture.
• Manage and develop relationships with VIP players, delivering exceptional customer service and personalised support.
• Maintain regular communication with high-value customers to maximise engagement, retention, and satisfaction.
• Reactivate inactive players and identify opportunities to increase player activity and loyalty. Support the day-to-day management of VIP Account Managers, providing guidance and coaching when needed.
• Act as an escalation point for complex VIP cases and customer concerns.
• Support VIP campaigns, promotions, and player engagement initiatives in collaboration with CRM and relevant stakeholders.
• Monitor VIP performance metrics, customer activity, and retention trends.
• Ensure compliance with AML, KYC, Responsible Gambling, and internal procedures.
• Work closely with CRM, Customer Support, RFP, Compliance, and Country Managers to ensure a seamless VIP experience.
SKILLS AND EXPERIENCE:
• Relevant experience in VIP management within iGaming Experience managing high-value player relationships.
• Strong communication, interpersonal, and people management skills, with the ability to motivate and develop team members.
• Good understanding of CRM, retention, AML, KYC, and Responsible Gambling. VL Job Spec Library
• Commercial mindset with strong customer focus.
• Ability to work in a fast-paced environment and manage multiple priorities
TBC