Director of VIP

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 Germany.

This is a senior commercial leadership opportunity focused on building and scaling a high-value customer function across casino and sportsbook products.

• 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.

• 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.

• 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.