About Playtech                                    
Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B and B2C businesses. Both divisions leverage Playtech’s proprietary technology to deliver innovative products and services to ensure a safe, engaging and entertaining gaming experience.

Playtech is the gaming industry's leading technology company delivering business intelligence-driven gaming software, services, content, and platform technology across the industry. Read more about who we are and what we do here: www.playtechpeople.com

Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Recognizing differences and ensuring our processes are transparent is the core of Playtech's overall commitment to responsible business practices.

Ready to level up your career?

Playtech Managed Services is looking for a strategic Head of VIP with excellent communication skills and business strategy.

Your influential mission. You will...

• Define and execute a long-term VIP strategy aligned with business goals and market trends.
• Develop segmentation models to identify and nurture high-value customers.
• Design and optimize VIP programs, benefits, and events to boost loyalty and lifetime value.
• Monitor industry best practices and competitor offerings to keep programs innovative and competitive.
• Present VIP strategies, performance insights, and growth plans to stakeholders and senior leadership.
• Create personalized engagement plans for top-tier customers using data insights and behavioral analysis.
• Implement proactive retention strategies to reduce churn and improve satisfaction.
• Oversee exclusive promotions and experiences tailored for VIP segments.
• Analyze VIP performance metrics such as revenue contribution, retention, and engagement.
• Use insights to refine strategies and identify growth opportunities within the VIP segment.
• Report program effectiveness and ROI to senior leadership.
• Lead and mentor VIP team members, ensuring high performance and professional growth.
• Monitor VIP team performance and KPIs to maintain service quality and operational efficiency.
• Collaborate with Marketing, Product, and Risk teams to deliver seamless VIP experiences.
• Represent the VIP function in strategic planning and cross-department initiatives.
• Introduce new technologies and tools to enhance personalization and service delivery.
• Drive creative initiatives like exclusive events, loyalty programs, and bespoke rewards.
• Ensure compliance with Responsible Gambling, AML, and Data Protection standards.
• Participates in regular training sessions and keeps up to date with process documentation.
• Completes additional tasks as requested by management to support business needs.

Components for success. You...

• Hold a Bachelor’s degree or higher
• Have 3+ years of experience in VIP management, CRM, or customer engagement within iGaming or similar industries
• Demonstrate strong customer service skills with the ability to manage high‑value client relationships
• Excel in communication and presentation, ensuring stakeholder engagement and strategic alignment
• Apply analytical skills with experience in KPI tracking, reporting, and BI tools (Excel, Power BI, Tableau)
• Understand Responsible Gambling, AML, and Data Protection regulations
• Lead teams effectively, mentor colleagues, and drive continuous improvement in fast‑paced environments

You'll get extra points for...

• Speak advanced English (C1 level or higher), with additional languages considered an advantage
• Utilize omnichannel communication platforms (email, chat, SMS, push notifications) and event management tools for VIP campaigns
• Work confidently with CRM platforms such as Salesforce or Optimove, and marketing automation tools

Thrive in a culture that values...

• Contribution and achievements by offering performance bonuses and ample opportunities for internal growth.
• Employees' health and well-being through comprehensive health and dental insurance plans, life insurance, MultiSport card, employee assistance program and food, travel, and wellness allowances.
• Work-life balance by providing 25 days of paid annual leave, allowing you to relax and recharge.
• Continuous growth with company-sponsored seminars, training programs, social activities, and events, guiding your professional journey and helping you achieve your career goals.
• Celebrating life events with additional bonuses such as newlywed, and baby bonuses.

PLAYTECH MANAGED SERVICES
Established in 2007 in Sofia, Bulgaria, Playtech Management Services, a company of Playtech Group has grown into a thriving hub of 500 dedicated professionals, fostering a culture of collaboration, respect, and support. Specializing in customer support and risk management services for leading gaming platforms worldwide, our teams boast industry-leading response times and expertise. At Playtech Managed Services, we prioritize the personal and professional development of our team members, offering opportunities for both horizontal and vertical growth. Our dedicated employees invest their time and expertise in our success, and in return, we invest our passion in them. We provide a fun, creative, rewarding, and inspiring environment where individuals have the freedom to express themselves.

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.