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 (VIP Lifecycle) (España)
🏢 iPlayTech
📍 España