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- Tasks: Lead VIP growth and retention strategies for exciting social sweepstake casino brands.
- Company: Arena, a dynamic digital entertainment company with an AI-first approach.
- Benefits: Competitive salary, vibrant work culture, and opportunities for professional growth.
- Other info: Join a passionate team dedicated to creating exceptional player experiences.
- Why this job: Shape the future of player loyalty in a fast-paced, innovative environment.
- Qualifications: Proven experience in VIP management and team leadership in entertainment sectors.
The predicted salary is between 80000 - 100000 £ per year.
About Arena
Arena is a digital entertainment company building platforms people genuinely love and we build them differently. Since 2021, our portfolio has grown to include MetaWin, WOW Vegas, BetZoo Media, Hit.com, and Rolla, with further brands in development. Our teams operate across London, Malta, Gibraltar, and Miami. AI isn't something we bolt on; it's the foundation we build from. We operate with an AI-first mindset across every function, using intelligent automation and modern technology to make faster, smarter decisions at every level of the business. We're not constrained by legacy systems. We're blue-sky thinkers, and our VIP operation is central to how we grow.
The Opportunity
This is a rare opportunity to own and shape the VIP and loyalty function across a fast-growing portfolio of social sweepstake casino brands. You'll inherit a small, established team and scale it, building the people, processes, and programmes needed to deliver a world-class high-value player experience across WOW Vegas, Rolla, and beyond. This isn't a maintenance role. We're looking for a leader who brings genuine ambition, commercial sharpness, and a passion for building exceptional player relationships, someone who can operate strategically while staying close enough to the detail to drive real outcomes.
What You'll Own
- VIP Acquisition & Relationship Management: Personally acquire and onboard new high-value players, cultivating lasting relationships that drive long-term revenue and advocacy across our brand portfolio. Develop targeted outreach and referral strategies to grow the VIP player base at scale. Serve as the senior point of contact for our highest-tier players, delivering a premium, personalised experience at every touchpoint. Define the right mix of bonuses, gifts, and exclusive VIP experiences to attract and retain high-value players competitively.
- Retention, Loyalty & Player Lifecycle: Own the loyalty programme architecture across the portfolio, defining tier structures, reward mechanics, and engagement pathways that drive sustained player activity and spend. Build and optimise the VIP CRM and player contact strategy, using data-driven segmentation to deliver personalised, timely, and relevant communication. Monitor player engagement and health indicators, proactively intervening to retain at-risk VIPs before they disengage. Design and execute player propositions that reward positive, profitable behaviour and deepen long-term brand loyalty.
- Team Leadership & Scaling: Lead, develop, and inspire an existing VIP team, setting clear performance standards, targets, and a high-accountability culture from day one. Define the team structure needed to support growth, hiring and onboarding VIP Managers and Account Managers as the function scales. Mentor and upskill team members, fostering a player-obsessed culture where every interaction is an opportunity to build loyalty.
- Commercial Ownership: Own the full VIP P&L and marketing budget across the portfolio, with accountability for revenue contribution, retention rates, and return on VIP spend. Track and report on core VIP KPIs, including active player count, revenue share, LTV, churn rate, and reactivation performance. Provide clear, insight-led reporting to the COO with strategic recommendations that inform broader business decisions. Work cross-functionally with Product, Marketing, CRM, and Tech teams to ensure our platforms and tooling support a best-in-class VIP experience.
What We're Looking For
- Proven track record in a senior VIP management role within social sweepstake, iGaming, or a high-value consumer entertainment environment.
- Demonstrated success across both VIP acquisition and retention; you're comfortable owning the full player lifecycle, not just one side of it.
- Experience leading and developing a team, including hiring, performance management, and building a high-performance culture.
- Strong commercial acumen, able to own a P&L, manage budgets, and make confident, data-driven decisions.
- Proficiency in CRM platforms and player data tools, with an eye for process improvements that enhance personalisation and operational efficiency.
- Exceptional interpersonal and communication skills, able to build genuine, lasting relationships with demanding high-value players while operating effectively across internal teams.
- Highly organised and self-directed, able to balance strategic thinking with hands-on delivery in a fast-moving, multi-brand environment.
Nice to Have
- Experience within social sweepstake platforms or familiarity with the US sweepstake casino landscape.
- An existing network of high-value players or VIP contacts in relevant markets.
- Experience designing or rebuilding a loyalty programme from the ground up.
- Familiarity with CRM automation tools or analytics platforms for player communication and retention.
- Multi-brand or multi-market VIP management experience.
Head of Player Growth, Loyalty & Retention employer: Arena Entertainment
Contact Detail:
Arena Entertainment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Player Growth, Loyalty & Retention
✨Tip Number 1
Get to know the company inside out! Research Arena and its brands like WOW Vegas and Rolla. Understanding their culture and values will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network, network, network! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which can significantly boost your chances of landing that role.
✨Tip Number 3
Prepare for the interview by thinking about how you can contribute to the VIP and loyalty function. Bring ideas on player acquisition and retention strategies that align with Arena's AI-first mindset. Show them you’re ready to hit the ground running!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the Arena team.
We think you need these skills to ace Head of Player Growth, Loyalty & Retention
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for player growth and loyalty shine through. We want to see that you genuinely care about building exceptional relationships with players and have a clear vision for how to achieve that.
Be Specific About Your Experience: Don’t just list your previous roles; dive into the details! Share specific examples of how you've successfully managed VIP relationships or improved retention rates. We love numbers, so if you can quantify your achievements, even better!
Tailor Your Application: Make sure your application speaks directly to the role. Highlight your experience in social sweepstake or iGaming environments and how it aligns with our mission at Arena. We’re looking for someone who gets what we do and can contribute right away.
Keep It Professional Yet Personal: While we appreciate a friendly tone, remember to keep it professional. Use clear language and structure your application well. A personal touch is great, but make sure it reflects your professionalism and readiness to lead a team.
How to prepare for a job interview at Arena Entertainment
✨Know Your VIPs
Before the interview, dive deep into Arena's brands and their player demographics. Understand what makes high-value players tick and how loyalty programmes can be tailored to enhance their experience. This knowledge will show your genuine interest and readiness to take on the role.
✨Showcase Your Leadership Style
Prepare to discuss your approach to team leadership and development. Think of specific examples where you've successfully built a high-performance culture or mentored team members. Arena is looking for someone who can inspire and scale a team, so highlight your past successes in this area.
✨Data-Driven Decision Making
Since the role involves managing P&L and making data-driven decisions, come prepared with examples of how you've used data to inform your strategies. Be ready to discuss key metrics you've tracked in previous roles and how they influenced your decisions regarding player retention and acquisition.
✨Engage with AI and Technology
Arena prides itself on an AI-first mindset, so be sure to express your familiarity with CRM platforms and any relevant technology you've used. Discuss how you envision leveraging AI to enhance player experiences and streamline operations, showing that you're aligned with their innovative approach.