Head of VIP

Company Description

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 10,000 people and serve over 100 million customers in 26 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

Job Description

Lead our VIP experience and growth through exceptional service, cutting-edge retention and acquisition strategies, all within an industry-leading, safer gambling environment.

We are looking for a dynamic and visionary leader with a proven track record in the igaming industry who possess strong commercial acumen, exceptional leadership skills, and a deep understanding of what constitutes a premium player experience, with a clear vision for driving significant growth and player loyalty.

As Head of VIP, you will be instrumental in shaping the future of our most valued players. You will develop and execute a comprehensive strategy to acquire, nurture, and grow our VIP portfolio across all segments, significantly increasing both player numbers and long-term value.

With responsibility for player account growth, retention, customer service, workflow, and regulatory compliance, your initial strategic focus will be on expanding our European markets, whilst safeguarding our existing global customer base. Leading and empowering an existing team, with the remit to resource and restructure, where appropriate, to ensure that new strategies are fully realised.

This is an exciting opportunity to blend operational leadership for a key customer segment with commercial ownership, deep customer support integration, and a close, impactful partnership with our marketing teams, ensuring VIP customers consistently receive a premium bet365 experience.

Qualifications

• Proven experience in a similar role in the iGaming industry.
• Excellent English spoken and written; other languages would be a plus.
• Strong leader and collaborator with excellent negotiation and communication skills (both verbal and written).
• Exceptional leadership and team management skills.
• Highly analytical and have a data-driven mindset.
• Experience in hiring, developing, and leading culturally diverse people and teams.
• Ideally, experience in building and managing relationships with sports and casino clients.
• A deep understanding of the iGaming industry landscape, including associated risks and opportunities.

Additional Information

• Lead and develop the VIP function, focussing on the development and growth of this customer segment through exceptional acquisition, internal spotting, customer service, retention, and promotional management.
• Champion and embed a culture of Responsible Gambling, ensuring controls are understood, implemented, and audited across the department.
• Lead and inspire the VIP team to cultivate lasting relationships with VIP customers.
• Manage an acquiring network.
• Develop campaigns appropriate to the territory to attract and retain valuable customers.
• Develop processes to ensure faster and better identification of potential VIP customers within existing databases.
• Formulate, revise, and ensure the effective implementation of departmental policies and procedures.
• Collaborate with the product team and senior management to ensure that VIP demands are properly reflected in roadmaps.
• Provide regular feedback to the VIP team, ensuring a sharp focus on key KPIs, departmental targets, and overarching company objectives.
• Monitor, analyse, and report on the performance of the VIP Programme against agreed targets to Senior Management.
• Maintain clear visibility of costs and effectively manage departmental budgets.

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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.