Our client is seeking an experienced Head of VIP to take end-to-end responsibility for the commercial and operational performance of its VIP function. This is a hands-on leadership role requiring strong people-management capabilities, commercial judgement, and the ability to interpret data and use performance indicators to drive decisions.
The successful candidate will be responsible for building a high-performing VIP team, establishing strong communication and service standards, and ensuring that commercial decisions are driven by player value, retention and relevant performance data.
Take full ownership of performance management, coaching and quality reviews across the VIP Account Management team.
Establish and enforce high communication standards, including tone, personalisation, empathy and professionalism, supported by a structured and effective coaching programme.
Develop a proactive, relationship-focused approach within the team, ensuring VIP Account Managers actively manage their player portfolios rather than operating solely as reactive support agents.
Lead, coach and develop a team of VIP Account Managers, driving accountability and continuous improvement.
Oversee how VIP players are communicated with across all relevant channels, ensuring consistency, personalisation and appropriate context.
Establish and maintain effective operational and shift structures, including clear priorities, workflows and service expectations.
Drive effective adoption and day-to-day use of the VIP technology and tooling stack.
Maintain high operational standards across the VIP function.
Own the VIP upgrade and segmentation strategy, ensuring clear prioritisation, consistent communication and appropriate account allocation.
Oversee bonus-granting discipline, ensuring agreed frameworks are applied consistently and that commercial decisions can be clearly justified.
Use KPIs, dashboards and performance data to manage team performance, workload and commercial outcomes.
Analyse key VIP metrics including player value, retention, bonus expenditure, lifetime value and other relevant commercial KPIs
Ensure decisions are based on data and commercial judgement rather than instinct alone.
Work closely with relevant internal teams to improve VIP retention and overall player value.
Collaborate with Business Analysis and Business Intelligence functions on KPI definition, measurement and performance governance.
Represent the VIP function at management level, identifying risks, opportunities and areas for improvement.
Proven experience leading and managing a VIP, high-value customer or comparable relationship-management team
Strong people-management skills with demonstrable experience in performance management, coaching and quality assurance
Commercially minded, with a strong understanding of player/customer value, lifetime value, retention and the commercial trade-offs involved in managing high-value relationships.
Highly numerate and comfortable using dashboards, KPIs and performance data to make informed decisions.
Strong understanding of high-net-worth or high-value customer relationship management.
Excellent communication skills with the ability to establish and maintain high standards of personalisation, empathy and professionalism.
Strong organisational skills and the ability to manage team performance, operational processes and commercial priorities simultaneously.
Experience within iGaming or sportsbook is a must, particularly within VIP management, player development or high-value customer operations.
Reports directly to C-Level.
Manages a team of VIP Account Managers
Holds responsibility for team performance, coaching, communication quality, VIP segmentation, account allocation, bonus discipline and operational standards.
The role is based in Malta
Hybrid working arrangement of four days per week in the office and one day working from home, with some flexibility.
Employees may have the opportunity to work from abroad for up to one month, subject to company policy and approval.
Competitive remuneration package including commission.
Free parking.
Company-provided lunch once per week.
Health insurance.
Hybrid working arrangement.
Opportunity to work abroad for up to one month.
Our client is looking for a proven VIP leader rather than simply a strong individual VIP Account Manager The successful candidate should demonstrate meaningful team-management experience, a structured approach to coaching and quality assurance, strong commercial awareness and confidence working with data.
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