Head of VIP & Loyalty

Our client is a trusted, free-to-play online social casino offering an exciting range of games and immersive experiences. They are expanding their leadership team and seek a Head of VIP & Loyalty to design, scale, and own the high-value player strategy from anywhere in the world. This is your chance to shape how premium players experience the brand, drive long-term value, and lead a team through a period of rapid growth.

You will be responsible for building a player-centric program that blends hospitality with commercial decisions, supported by data, product, and CRM. You will report to the General Manager and play a key role in setting the direction for VIP experiences, loyalty rewards, and reinvestment strategies.

• Own VIP strategy and the player lifecycle for high-value players, developing segmentation and personalized experiences to strengthen engagement, retention, and lifetime value.
• Define reinvestment frameworks and player treatment guidelines; evaluate offer effectiveness, profitability, and reinvestment efficiency.
• Partner with Product, CRM, Analytics, and Marketing to evolve loyalty programs, rewards, and engagement initiatives.
• Monitor metrics such as retention, profitability, and satisfaction; translate insights into actionable improvements.
• Lead and develop the VIP team; set goals, establish standards, and design scalable processes.
• Champion exceptional service for VIP players and coordinate with Customer Support, Payments, Risk, and Operations to remove friction in key journeys.
• Balance hospitality and commercial decisions to scale the VIP operation responsibly.
• Ensure a compliant, player-first culture that supports sustainable growth.

• 5+ years in VIP, loyalty, CRM, customer lifecycle, or player development roles with strong analytics and communication skills.
• Experience managing high-value segments; familiarity with loyalty programs and player segmentation; comfortable in a high-growth environment.
• Preferred background in Sweepstakes Casino, Online Casino, iGaming, Sports Betting, or Social Casino; leadership experience with VIP hosts or player development teams.

In addition to shaping a leading loyalty strategy, you will join a collaborative leadership team that values the voice of the player. This role offers remote flexibility, a fast-growing culture, and the opportunity to influence product, partnerships, and profitability while maintaining a strong ethical stance on player welfare.