We are looking for an experienced
Head of VIP Operations
to lead the end-to-end VIP player lifecycle and drive the commercial performance of the VIP segment.
This is a senior leadership role responsible for managing the entire player journey across
PreVIP → VIP → High Roll → Reactivation, ensuring sustainable revenue growth, player retention, and operational excellence.
Working closely with the Retention team, you will be responsible for translating retention strategies into measurable business results.
Key Responsibilities
Own and manage the full VIP lifecycle, including Active VIP, Recovery, Reactivation, and High Roll segments.
Drive VIP revenue growth by increasing player activity, deposits, retention, and lifetime value.
Monitor and optimize key performance metrics, including churn, downgrade, reactivation, and VIP base stability.
Lead the High Roll function, ensuring effective management, retention, and development of high-value players while balancing commercial opportunities and player risk.
Oversee the PreVIP pipeline, improving conversion into the VIP segment and accelerating the progression of high-potential players.
Execute retention initiatives and promotional offers in partnership with the Retention team, ensuring they translate into measurable financial results.
Evaluate the effectiveness of VIP offers and campaigns, providing actionable feedback to improve segmentation and commercial performance.
Lead and develop multiple management layers, including:
Head of VIP (Active & Recovery)
Team Lead, High Roll
Head of PreVIP
Set objectives, monitor KPIs,



and drive operational excellence across all teams.
Oversee the relevance and effectiveness of VIP communications across all touchpoints, ensuring a consistent player experience.
Must Have
Proven experience managing the full VIP lifecycle with direct ownership of commercial performance (P&L; or equivalent business metrics).
Hands-on experience across all of the following areas:
VIP
Recovery
Reactivation
High Roll
Strong understanding of High Roll player behavior, commercial opportunities, and risk management.
Experience leading multiple teams within a multi-layer management structure (Heads, Team Leads, Managers).
Strong understanding of player economics, including deposits (IN), payouts (OUT), hold, churn, retention, and player value.
Ability to evaluate promotional offers, identify what drives player engagement, and provide strategic feedback to the Retention team.
Fluent in Ukrainian / Russian
What We Offer
Fully remote work.
Competitive compensation package with a
fixed salary and a monthly performance-based KPI bonus .
Paid vacation and sick leave.
Professional onboarding and continuous support.
Career growth opportunities within a fast-growing international company.
Access to a
corporate psychologist, including individual and group sessions.
Monthly professional development training
with our Learning & Development Department to strengthen your leadership and professional skills.
A dynamic international environment where your leadership and results have a direct impact on business success.
Think you're the right fit? We'd be excited to get to know you!
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📌 Head Оf Vip Operations (Madrid)
🏢 iPlayTech
📍 Madrid