Head of VIP (Crypto Casino)

As Head of VIP at IGTalents, you build, lead, and scale the VIP department of a fast-growing crypto casino. This is a senior leadership position with full ownership of VIP strategy, operations, team management, and business performance. You develop a premium VIP experience, manage key player relationships, build internal processes, and drive measurable improvements in retention, deposits, and lifetime value. You combine strategic thinking with a hands-on approach and work directly with high-value players when required.

What you'll do

• Own overall VIP business performance and department strategy, increasing player retention, lifetime value, deposits, and profitability
• Continuously optimize VIP segmentation, loyalty programs, and player journeys based on player behavior and performance data
• Build, implement, and optimize VIP operational processes including scalable workflows, SOPs, playbooks, and service standards
• Establish reporting frameworks, KPIs, and performance tracking systems with daily monitoring of VIP metrics
• Ensure premium service quality and fast response times across all VIP channels by collaborating with CRM, Product, Marketing, Payments, Fraud, Compliance, Support, and Sportsbook teams
• Personally manage relationships with key VIP accounts through proactive communication via Telegram, WhatsApp, email, and other channels
• Develop personalized retention and reactivation strategies, handle escalations, and approve and negotiate VIP offers within established budgets
• Recruit, mentor, and manage VIP Managers and supporting team members; set team goals, KPIs, and performance standards
• Develop onboarding programs, training materials, and career development plans to build a high-performance, proactive VIP culture
• Analyze player activity, churn, retention, deposit behavior, and profitability to make data-driven decisions
• Present regular reports, insights, and strategic recommendations to senior management
• In the first 2-3 months, audit and evaluate the existing VIP operation, build and implement a scalable VIP strategy, establish clear KPIs and reporting processes, improve retention and engagement metrics, develop communication standards and SOPs, strengthen relationships with key VIP players, and create a roadmap for future VIP department growth

What you bring

• 5+ years of experience in VIP Management within online casino, sportsbook, or crypto gambling
• Proven experience leading a VIP department or managing a team of VIP Managers
• Proven track record managing high-value and high-net-worth players
• Strong understanding of crypto players and cryptocurrency payment ecosystems
• Experience building VIP processes from scratch or significantly improving existing operations
• Strong leadership, communication, and negotiation skills
• Analytical mindset with experience working with KPIs, reporting, and performance metrics
• Ability to balance commercial objectives with exceptional customer experience
• Fluent English (written and spoken)
• Experience working in fast-paced international environments

Nice to have

• Experience in crypto-native casinos
• Experience with CRM platforms such as Smartico or similar solutions
• Knowledge of loyalty programs, gamification, and VIP retention mechanics
• Experience with VIP transfers and competitor acquisition strategies
• Experience managing VIP budgets and bonus profitability
• Russian language proficiency

What we offer

• Fully remote work
• Full ownership of the VIP department and strategy
• Opportunity to build and scale a world-class VIP operation with direct impact on a major revenue stream
• High level of autonomy and decision-making authority
• International team and fast-growing business environment
• Competitive compensation package

About IGTalents

IGTalents is a fast-growing crypto casino operating in the international iGaming market, focused on delivering a premium gaming experience for crypto-native players while building long-term relationships with high-value customers.