Head / Director of VIP.

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