Jobgether
Director of VIP
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Job Title
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of VIP based in the United Kingdom.
This is a senior commercial leadership opportunity focused on building and scaling a high-value customer function across casino and sportsbook products.
The role carries end-to-end ownership of VIP portfolio performance, retention, lifetime value, incentive efficiency, and commercial exposure.
You will define the VIP strategy, proposition, segmentation, benefits, and operating model while keeping the experience differentiated and competitive.
Working across CRM, product, acquisition, partnerships, social, and brand teams, you will turn customer insights into measurable growth and loyalty.
You will also lead a growing international team, establish clear performance standards, and create a culture centered on ownership and commercial impact.
The position requires an always-on mindset, combining strategic thinking with fast, data-informed decisions and proactive risk management.
It offers significant autonomy and the opportunity to shape one of the business's most important growth and retention functions.
Accountabilities
- Own the global VIP portfolio, with accountability for revenue, retention, lifetime value, incentive efficiency, and overall customer exposure.
- Define and continuously optimize VIP segmentation, tiers, benefits, limits, engagement models, and portfolio frameworks.
- Establish real-time monitoring, reporting, alerting, and decision-making processes to support proactive portfolio management.
- Make high-impact commercial decisions regarding incentives, bespoke offers, player limits, and customer treatment.
- Develop and evolve the overall VIP vision and strategy across casino and sportsbook products.
- Monitor competitor VIP propositions and changing expectations among high-value customers to maintain a differentiated and relevant offering.
- Balance short-term commercial performance with long-term loyalty, sustainable value creation, and brand positioning.
- Own the VIP onboarding journey from initial engagement through long-term relationship development and retention.
- Collaborate with CRM, product, social, acquisition, streaming, partnerships, and brand teams to grow VIP acquisition and engagement.
- Oversee VIP social and community channels, including platforms such as X and Discord, as ongoing acquisition, engagement, and community-building channels.
- Develop frameworks for turning partnerships, sponsorships, events, and talent relationships into exclusive VIP experiences and benefits.
- Lead and develop the existing VIP team, onboard planned hires, and establish clear roles, KPIs, workflows, and performance expectations.
- Build a culture of proactive engagement, responsiveness, accountability, and commercial decision-making.
- Define VIP KPIs, reporting cadences, governance standards, and decision frameworks in collaboration with data, CRM, and product teams.
- Improve tooling, automation, processes, and operational workflows to increase scalability and efficiency.
- Maintain strong governance around incentives, customer risk, exposure, and player treatment while proactively identifying potential issues.
- Provide senior leadership with regular performance outlooks, strategic recommendations, and actionable insights.
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Requirements
- 5+ years of experience in VIP leadership, portfolio management, or high-value customer management within the iGaming industry.
- Proven experience owning high-value customer portfolios with direct responsibility for commercial performance, retention, and customer lifetime value.
- Strong understanding of high-value player behavior, VIP propositions, segmentation, incentives, and competitive dynamics within iGaming.
- Demonstrated ability to develop and execute strategic VIP programs across casino, sportsbook, or comparable digital entertainment products.
- Strong analytical and commercial judgment, with the ability to make high-impact decisions in fast-moving and uncertain environments.
- Experience building, managing, and developing teams, including defining operating models, KPIs, responsibilities, and workflows.
- Strong cross-functional collaboration skills and the ability to work effectively with CRM, product, data, marketing, acquisition, partnerships, and brand teams.
- Ability to translate customer and performance data into actionable commercial strategies and decisions.
- Comfortable operating in an always-on, high-responsibility environment where proactive decision-making and risk awareness are essential.
- Excellent communication, stakeholder-management, prioritization, and problem-solving skills.
- High degree of autonomy, ownership, resilience, and commercial thinking.
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Benefits
- Competitive contractor fees with performance-linked incentives.
- Remote-first international contracting arrangement.
- High autonomy and direct influence over commercial and customer performance.
- Opportunity to lead and shape a growing VIP organization.
- Leadership responsibility for a team expected to grow to approximately nine people.
- Significant ownership of a critical growth, retention, and customer-value function.
- Opportunity to work across casino, sportsbook, CRM, product, partnerships, social, acquisition, and brand initiatives.
- Exposure to a fast-moving, international digital entertainment environment.
How Jobgether Works
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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