Head of VIP - JHB or remote within South Africa
Our client, a rapidly growing iGaming and betting business, is looking for an experienced Head of VIP to lead and scale their VIP and high-value player function across the South African market.
This is a senior leadership role focused on player retention, revenue growth, loyalty strategy, customer engagement, and premium player experience. The successful candidate will be responsible for driving the overall VIP strategy while building strong relationships with high-value players, commercial partners, affiliates, and internal stakeholders.
The role requires someone highly commercial, data-driven, relationship-focused, and deeply experienced within online casino, sportsbook, or iGaming environments.
What You’ll Be Doing
- Develop and execute the overall VIP and retention strategy aligned to business growth objectives.
- Drive VIP customer retention, engagement, loyalty, and revenue generation initiatives.
- Build, manage, and nurture relationships with high-value players and key stakeholders.
- Identify opportunities to enhance the VIP proposition through partnerships, events, rewards, and exclusive player experiences.
- Negotiate and manage commercial agreements and third-party partnerships supporting the VIP programme.
- Oversee VIP campaigns, player journeys, segmentation strategies, and lifecycle communications.
- Work closely with CRM, Marketing, Product, Payments, and Customer Support teams to improve player experience and long-term value.
- Monitor competitor activity, market trends, and new opportunities within the VIP and player engagement space.
- Track VIP performance metrics, customer value, retention, ROI, and revenue performance using data-driven insights.
- Manage budgets, forecasting, and financial performance of the VIP function.
- Ensure VIP operations remain compliant with regulatory requirements and responsible gambling frameworks.
- Lead and mentor the VIP team while creating a high-performance, customer-focused culture.
What They’re Looking For
- Strong VIP leadership experience within iGaming, sportsbook, online casino, or gaming.
- Proven experience managing and growing high-value player portfolios.
- Strong commercial acumen with experience negotiating partnerships and VIP propositions.
- Excellent understanding of retention, CRM, loyalty programmes, segmentation, and player lifecycle management.
- Strong analytical mindset with experience using dashboards, reporting tools, and customer performance metrics.
- Understanding of key iGaming metrics including LTV, ROI, CPA, FTDs, retention, and player value.
- Hands-on leadership style with the ability to both strategise and execute.
Requirements
- Minimum 5 years’ experience in VIP, CRM, retention, or customer growth leadership roles within the iGaming, sportsbook, or online casino industry.
- Strong understanding of VIP player management, loyalty strategies, customer engagement, and revenue growth initiatives.
- Experience managing VIP campaigns, promotions, events, and player retention programmes.
- Knowledge of the South African gaming market and regulatory environment highly advantageous.
- Experience working within high-growth or fast-paced gaming businesses preferred.
- Exposure to CRM and analytics platforms such as Salesforce, HubSpot, Tableau, or Google Analytics advantageous.
- Strong understanding of responsible gambling and compliance obligations within the iGaming industry.