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RecruitGibraltar are currently helping our client who is a market leading egaming company who has a great opportunity for a Head of VIP to join this high performance team based in Gibraltar. The company is progressive and ambitious, has a policy of promoting from within and has a dedication to professional training and progression.

What is the plan for the Head of VIP role?

Reporting to the Head of VIP, and working closely with Product, CRM, and VIP Sports teams, you will be responsible for the commercial performance of Gaming products across the VIP segment, and will manage a team of Gaming focused Account Managers and Executives.

What will you do as a Head of VIP?

Implement a successful VIP and develop the new 2nd Tier VIP Programme in order to achieve agreed revenue and profit plans.
 Implement, communicate and achieve individual and team objectives with a commercial focus through one to one and team meetings with VIP Gaming Account Managers and execs.
 Develop Customer contact strategies with Brand, CRM and Account Management teams to ensure exceptional communications and support for existing clients via multiple channels (email, phone, inbox, SMS).
 Work closely with all business heads to ensure customer needs are met to a high standard; including VIP, Support, Outbound, CRM, UX, Casino Product Teams and BI.
 Develop the VIP Gaming Executives to provide an industry leading service to potential and existing VIPs, including an outbound service designed to grow the performance of 2nd tier VIP Customers.
 Measure the effectiveness of VIP Gaming team performance through relevant SLAs focusing on speed and quality of inbound service, and revenue generation of outbound service including hospitality, bonusing and retention efforts.
 Work closely with Head of Sports VIP to ensure cross sell opportunities are leveraged frequently and effectively with best practices shared, campaigns analysed and recommendations made.
 Maintain a continuous competitor understanding and knowledge of trends within Gaming, service, and sales industries with recommendations made accordingly.
 Develop a Gaming specific Hospitality plan (experience driven) for VIP’s, aimed at driving greater engagement and retention of Gaming VIPs.

What do you know that makes you a great Head of VIP?

 3+ years managing within a VIP Gaming environment.
 Extensive knowledge and experience of the online Gaming industry.
 Fully conversant with campaign strategies to increase player spend, tenure and frequency.
 Experience of delivering commercial value through campaign strategies and bonus awards.
 Proven record of setting, communicating and achieving financial targets and KPIs.
 Outstanding people management skills.
 Excellent communication, presentation skills, and ability to influence at all levels.
 Highly motivated with the ability to work in a fast paced and dynamic environment.
 An extremely well organised individual, able to prioritise, multi-task and deliver work to deadlines.


Salary £40k to £50k based on experience with bonus, an excellent relocation package and private healthcare.