Director of Customer Success

About the job

Are you a strategic leader ready to shape the future of VIP operations in one of the fastest-growing iGaming organizations in the U.S. and beyond?

A global digital entertainment group is seeking a Head of VIP to lead its high-performing VIP division from its New Jersey headquarters. This is a pivotal leadership role, responsible for driving engagement, retention, and revenue growth through exceptional player relationship management and world-class service standards.

📍 Location: Fort Lee, New Jersey

⏰ Work Mode: 100% Onsite (Hybrid, Remote not available)

The Role 🛠️

As the Head of VIP, you’ll lead a dynamic international team, overseeing the full VIP lifecycle across multiple markets and brands. You’ll define strategy, manage performance KPIs, and ensure an unmatched player experience in line with company goals and regulatory requirements. This is an opportunity to make a lasting impact by shaping a data-driven, customer-centric VIP program at scale.

What You’ll Do 🚀

• Lead, motivate, and develop the VIP team to deliver best-in-class service.
• Design and execute the global VIP strategy, ensuring alignment with business growth targets.
• Oversee day-to-day operations and performance of VIP activity across multiple regulated markets.
• Define and monitor key KPIs to track player engagement, retention, and revenue performance.
• Build and maintain long-term relationships with top-tier players, fostering loyalty and value.
• Collaborate closely with Marketing, CRM, Payments, and Compliance teams to deliver a seamless, compliant VIP journey.
• Implement segmentation, loyalty, and reward programs to enhance player lifetime value.
• Stay ahead of market trends, player insights, and competitive dynamics to drive continuous improvement.
• Ensure full adherence to Responsible Gaming and U.S. regulatory frameworks, including NJDGE requirements.
• Report on key metrics, insights, and forecasts for senior stakeholders.

What We’re Looking For 🎯

• 2 years’ experience in a Head of VIP, Senior VIP, or Team Lead role within the iGaming or online entertainment industry.
• Deep understanding of VIP lifecycle management, player segmentation, and retention strategy.
• Proven success operating across multiple jurisdictions, including U.S. regulated markets.
• Strong experience working with New Jersey regulators (NJDGE) and familiarity with compliance processes.
• Excellent leadership and communication skills, with a track record of motivating diverse, multicultural teams.
• Analytical mindset with data-driven decision-making ability.
• Highly organized, commercially minded, and results-oriented.
• Strong commitment to integrity, responsible gaming, and player well-being.

Why Join 💎

Join a forward-thinking organization where innovation, collaboration, and performance are at the heart of everything. You’ll have strategic ownership of VIP operations in a regulated U.S. environment and the opportunity to drive meaningful player engagement on a global scale.

✅ Compensation: Competitive base salary performance-based bonuses

✅ Benefits: Comprehensive health, life, and retirement coverage

✅ Perks: Generous PTO, wellness programs, team events, and career development opportunities

✅ Impact: High visibility role with significant influence over company performance and growth trajectory

If you’re ready to lead a world-class VIP operation and elevate player experience to new heights, we’d love to hear from you.

👉 Please apply confidentially via LinkedIn Easy Apply.