What are the responsibilities and job description for the Head of VIP position at Soft2Bet?
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.
What We Offer:
- Competitive compensation package including base salary and performance-based bonuses.
- Comprehensive benefits — private health, dental, and vision insurance.
- 401(k) retirement plan with company contribution.
- Life insurance coverage for added peace of mind.
- 18 days of paid vacation, plus public holidays.
- Dynamic and fast-growing international iGaming company with a strong U.S. market presence.
- Collaborative, innovative, and growth-focused work environment that values professionalism and creativity.