Head of VIP

Our client, an international B2C iGaming operator, is seeking an experienced and commercially driven Head of VIP to lead and develop its VIP operations for the Brazilian market.

The successful candidate will take full ownership of the VIP function, including VIP strategy, player relationship management, retention, loyalty programmes, player segmentation, and overall VIP performance.

This is a senior leadership position requiring extensive experience within the B2C iGaming industry, a strong understanding of the Brazilian market, and a proven track record of developing high-value player relationships while driving sustainable revenue growth.

Key Responsibilities

• 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.

Requirements

• 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.