Head of VIP

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.

Key Responsibilities

Team Leadership & People Management

• 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.

VIP Operations & Communication

• 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.

Commercial & Data Ownership

• 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.

Cross-Functional Collaboration

• 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.

Requirements

• 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.

Team & Reporting Structure

• 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.

Location & Working Arrangement

• 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.

Benefits

• 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.