Head / Director of VIPPosted 6 hours agoAttractive & competitive packageJob Reference: 36459

Head / Director of VIP

Purpose of the role:

The Head of HVC Relationship Management is responsible for developing and executing the strategy to identify, acquire, and retain high-value customers (HVCs) across the Group’s portfolio. This role will lead a team of relationship managers and work closely with marketing, sales, operations, and analytics to deliver a personalised experience that maximizes customer loyalty and lifetime value.


You will be responsible for:

Strategy Development

In collaboration with our Acquisition teams, design and implement a comprehensive HVC relationship management strategy that aligns with the company’s growth objectives, per region. Develop initiatives and programs to attract, engage, and retain high-value customers. Set and monitor KPIs for HVC engagement, satisfaction, and retention.

Customer Acquisition & Retention

Identify potential HVCs through data analysis and market research. Develop personalised engagement plans for HVCs, including bespoke promotions, events, and experiences. Ensure the highest level of service is provided to HVCs, addressing their needs proactively and resolving issues swiftly.

Team Leadership

Lead, mentor, and develop a team of HVC Relationship Managers, ensuring they have the tools and training needed to succeed. Foster a culture of excellence, innovation, and customer-centricity within the team. Set performance targets for the team and regularly review their progress.

Collaboration & Stakeholder Management

Work closely with cross-functional teams, including marketing, sales, product, and operations, to deliver a seamless HVC experience. Collaborate with the analytics team to leverage customer data in refining HVC strategies and measuring their effectiveness. Build strong internal and external relationships to enhance the value proposition for HVCs.

Customer Insights & Reporting

Regularly gather and analyse customer feedback to improve the HVC program. Report on HVC performance metrics to senior leadership, providing insights and recommendations for improvement. Stay informed of industry trends and competitive activity to ensure our HVC offerings remain compelling and competitive. Plan and execute exclusive events for HVCs, ensuring these experiences enhance customer loyalty and brand affinity. Manage budgets related to HVC initiatives, ensuring all activities are cost-effective and deliver a strong ROI.

Essential Requirements:

Bachelor’s degree in Business, Marketing, or a related field Demonstrable experience in customer relationship management, preferably with a focus on high-value clients Proven track record of developing and executing successful customer engagement and retention strategies Strong leadership skills with the experience of managing and developing high-performance teams in the iGaming sector Analytical mindset, with the ability to use data to drive decision-making and strategy development Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders