The VIP Department Supervisor manages VIP Account and Loyalty Managers, ensures high service levels, monitors performance, conducts training, and collaborates with teams to enhance operations.
The VIP Department Supervisor will oversee VIP Account Managers and Loyalty Managers, ensuring high-quality service for VIP and high-value players. The role also involves maintaining consistent communication standards, conducting training, evaluating performance, and preparing reports with recommendations to enhance VIP operations.
Responsibilities:
- Supervise and coordinate the work of VIP Account Managers and Loyalty Managers.
- Monitor team performance and achievement of key targets.
- Ensure a high level of service for VIP and High-Value players.
- Support team members in handling escalations, complex requests, and key clients.
- Analyze performance metrics (GGR, NGR, retention, deposits, player activity).
- Collaborate with Marketing, CRM, and Payments teams to improve service quality.
- Maintain consistent standards of communication and client management within the team.
- Conduct training sessions and evaluate team performance.
- Prepare reports and recommendations for improving VIP operations.
Requirements
- Proven experience in iGaming — mandatory (minimum 2 years).
- Experience managing or mentoring a team.
- Experience working with VIP or High-Value players.
- Strong communication and organizational skills.
- Fluent Russian
- English level: Basic (A2) — sufficient for internal communication.
- Proficiency in CRM systems and basic analytical tools.
- Responsibility, attention to detail, and the ability to make quick decisions.
- Degree in Management, Business, or related field is an advantage.
Key Attributes:
- At least 2 years of experience in iGaming (VIP or Retention field).
- Strong leadership and motivational skills.
- Client-oriented and results-driven mindset.
- Strategic thinking and initiative.
- Flexibility and ability to work in a dynamic environment.
- Problem-solving approach and accountability for team performance.
Benefits
- Remote work format.
- Flexible schedule and comfortable interaction with an international team.
- Competitive compensation and performance-based bonuses.
- Opportunities for professional and career growth.
Top Skills
Analytical Tools
Crm Systems
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