Head of VIP Spartans.com
Role Overview
The Head of VIP will own the strategy, performance, and growth of Spartans global VIP player portfolio. This role is responsible for maximizing the value, retention, and experience of high-value players while ensuring sustainable commercial performance, responsible incentives, and exceptional player engagement.
Reporting into the Customer Support & Player Experience organization, the Head of VIP will operate as the commercial owner of the high-value player segment, balancing revenue growth, risk exposure, and long-term player loyalty.
The role requires strong commercial judgment, strategic thinking, and the ability to operate in a fast-moving environment where real-time decisions can have meaningful financial impact.
Key Responsibilities
VIP Strategy & Portfolio Ownership
- Own the global VIP player portfolio, accountable for revenue performance, retention, lifetime value, and incentive efficiency.
- Define and continuously evolve the Spartans VIP framework, including segmentation, tiers, benefits, limits, and engagement strategy.
- Develop and execute the long-term VIP strategy across all Spartans products and markets.
- Implement data-driven segmentation models to identify, onboard, and grow high-value players.
- Manage the commercial performance of the VIP segment, balancing revenue growth with incentive efficiency and risk exposure.
- Maintain a strong understanding of competitor VIP programs and evolving player expectations to ensure a differentiated and competitive offering.
Player Experience & Engagement
- Design and oversee the end-to-end VIP player journey from onboarding through long-term engagement and retention.
- Deliver a differentiated VIP experience through personalized service, bespoke offers, exclusive events, and tailored player treatment.
- Ensure VIP players receive industry-leading service levels and highly personalized engagement.
- Oversee VIP community engagement across relevant social channels and private player communities.
- Identify opportunities to deepen player loyalty through unique experiences, partnerships, and brand initiatives.
Commercial Performance & Real-Time Decision Making
- Make high-impact commercial decisions relating to incentives, bespoke offers, player limits, and player treatment.
- Implement real-time monitoring, alerting, and decision frameworks for managing high-value player activity.
- Provide regular reporting, forecasting, and strategic insights on VIP performance to senior leadership.
- Ensure incentive strategies deliver strong ROI while aligning with responsible gaming principles and regulatory expectations.
Cross-Functional Leadership
- Partner closely with CRM, Product, Acquisition, Partnerships, and Brand teams to grow and engage the VIP portfolio.
- Ensure product features, campaigns, and promotional strategies support high-value player behaviour and expectations.
- Convert partnerships, sponsorships, and brand initiatives into meaningful VIP experiences and benefits.
Team Leadership & Operational Excellence
- Build, lead, and develop a high-performing VIP team including VIP account managers and support specialists.
- Define team structure, KPIs, workflows, and service standards.
- Establish governance frameworks around incentives, exposure management, and player treatment.
- Continuously improve tooling, automation, and operational processes to support efficiency and scalability.
Requirements
- 5+ years of experience managing VIP or high-value customer portfolios within iGaming.
- Proven commercial ownership of high-value player segments with measurable revenue impact.
- Strong analytical capability with experience using data and player insights to drive strategy and segmentation.
- Experience building and leading teams in a fast-paced, performance-driven environment.
- Deep understanding of VIP player behaviour, incentive models, and competitive VIP programs.
- Strong cross-functional collaboration skills across CRM, marketing, product, and customer support functions.
- Excellent commercial judgment and the ability to make high-impact decisions in real time.
- Familiarity with crypto-first or Web3 player ecosystems is advantageous.
