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
