VIP Team Lead

On behalf of our client, we are looking for a VIP Team Lead:

Level: medior/senior

Location: In Office, Belgrade, Serbia

Model of work: Full-time / Permanent Contract / Hybrid model: 4 days from office, Friday from home

The Opportunity:

Our client specializes in developing and supporting online casino platforms and gaming products. As their VIP team grows, they are looking for an experienced leader to take responsibility for the strategic planning, organization and further development of the VIP function across multiple brands and markets.

As VIP Team Lead, you will lead and develop the team, strengthen long-term relationships with VIP clients and drive retention and customer lifetime value. You will combine strategic thinking, analytical insight and operational leadership to deliver consistent premium customer experience.

                                                                                    Key Responsibilities

• Develop and implement the VIP strategy in line with business objectives.
• Organize and coordinate the VIP team’s work, including task allocation, performance monitoring and employee development.
• Build long-term relationships with VIP clients, with a focus on retention and increasing customer lifetime value (LTV).
• Standardize VIP processes, procedures and ways of working across different brands and markets.
• Manage VIP/CRM tools and platforms and work with Product and Development teams to improve their functionality.
• Monitor key VIP metrics, including Retention Rate (RR), Reactivation Rate, customer lifetime and Average Revenue per Paying User (ARPPU).
• Create standardized reports and analyses to support informed decision-making.
• Collaborate with Brand, Product, CRM, Risk, Analytics and Support teams.
• Develop standard operating procedures (SOPs), manuals and guides, and support onboarding and knowledge sharing.
• Represent the VIP function in cross-functional meetings and strategic sessions.
• Identify issues, remove obstacles and continuously improve VIP processes and the customer experience.

                                                                                   Required Qualifications

• Minimum high school diploma with relevant experience working with VIP clients. A degree in Economics, Management, Marketing, Communications, Information Technology or a related field is considered an advantage.
• At least 3 years of experience in VIP, CRM, customer retention or related areas.
• At least 1-2 years of experience leading or coordinating a team.
• Experience creating procedures, SOP documents and internal guidelines.
• English proficiency at a minimum B2 level, both written and spoken.
• Experience working with VIP/CRM tools and platforms such as GR, Backoffice, Control, Power BI or similar systems.
• A solid understanding of analytics and VIP KPIs, including Retention Rate, Reactivation Rate, customer lifetime, ARPPU and related metrics.
• Advanced proficiency in MS Office, particularly Excel and/or Power BI.
• Strong leadership, organizational and communication skills.
• Ability to collaborate with different teams in a dynamic, multidisciplinary environment.
• A high level of professional integrity, discretion and accountability.
• A proactive, results-oriented approach and sound decision-making skills.
• Patience, tact and well-developed emotional intelligence.
• Willingness to work shifts or flexible hours, as well as travel occasionally for business purposes, is required.

Additional information:

If you are interested in the position, please send us your resume. If you would like to have more details, please contact us at [email protected]

We are happy to meet you!