Head of VIP

Location: Fort- Lee, New Jersey (On-site)

About the Role

We are seeking an energetic, strategic, and highly experienced Head of VIP to lead our global VIP operations. The ideal candidate will be responsible for driving player growth, engagement, and retention by developing and nurturing high-value player relationships.

As a key member of the leadership team, you will set the direction for the VIP department — implementing data-driven strategies, optimizing team performance, and ensuring an exceptional player experience across multiple markets and licenses. This role demands a strong leader with a passion for people, performance, and precision.

Key Responsibilities

• Lead and inspire the VIP team.
• Define and execute a comprehensive VIP strategy focused on player acquisition, retention, and reactivation across multiple brands and markets.
• Develop and manage performance KPIs, ensuring team goals align with company objectives.
• Oversee day-to-day operations of the VIP department, ensuring the highest service standards.
• Monitor market trends and player data to identify opportunities for growth and improved engagement.
• Ensure full compliance with Responsible Gaming principles and regulatory frameworks in all markets.
• Collaborate with Marketing, CRM, Payments, and Compliance teams to deliver a seamless VIP journey.
• Build and maintain long-term relationships with top-tier players, ensuring personalized, world-class service.
• Implement segmentation and reward strategies to enhance loyalty and lifetime value.
• Manage escalation processes to resolve player issues promptly and effectively.
• Track and report on key metrics, including retention, revenue growth, and player satisfaction.
• Identify emerging trends and provide actionable insights to optimize the department’s performance.
• Deliver and exceed financial and engagement targets set for the VIP division.

Requirements

• Solid experience working with New Jersey and U.S. market regulators, including familiarity with NJDGE requirements.
• At Soft2bet we believe that being present in the office is at the utmost important so this position will be office based (full time).
• Minimum 2+ years’ experience in a Head of VIP or Team Lead role within the iGaming industry.
• Strong track record of managing and motivating large, multicultural teams.
  Deep understanding of player segmentation, lifecycle management, and high-value player retention.
• Analytical mindset with the ability to make data-driven decisions and translate insights into actionable plans.
• Proven experience operating across multiple markets and regulatory jurisdictions.
• Excellent interpersonal, communication, and negotiation skills.
• Strong organizational skills with a proactive and results-oriented approach.
• Demonstrated commitment to responsible gaming and player wellbeing.

Why Join Us?

• Be part of a fast-growing company in the exciting iGaming sector.

• Opportunity to work with an international and diverse team.

• Support career growth and continuous learning.

• Competitive salary and benefits package.
  
  

  Benefits & Perks

  We’re proud to offer a comprehensive benefits package that supports your well-being, financial security, and work-life balance.
  
  Core Benefits:
  
  • Medical, Dental, and Vision Insurance
  • Life and Disability Insurance
  • 401(k) Retirement Savings Plan with company match
  • Generous Paid Time Off, including holidays and personal days
  • Annual and KPI-based Bonuses -  performance-driven bonuses are available based on personal and company achievements.
    
    
  Additional Programs:
  • Employee Assistance Program (EAP)
  • Wellness initiatives and voluntary insurance options
  • Professional development and training opportunities
    
    
  Office Perks:
  • Collaborative, team-oriented environment
  • Regular team-building activities and company events
  • Stocked snacks, coffee, and beverages
    
    
  Our benefits and perks are designed to evolve with our team’s needs and may be updated periodically as outlined in company materials.

If you are ready to take on a new challenge and make a significant impact, we would love to hear from you!

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