Director of VIP Experience

Job Summary

Leading a high-performing team, the full-time Director of VIP Experience will develop and implement strategies to engage and retain top users, manage player relationships, and collaborate cross-functionally to enhance the overall MVP experience, with the flexibility to work remotely.

Key responsibilities

• Own and evolve the MVP strategy, including player segmentation and engagement principles across the player lifecycle
• Lead, coach, and develop MVP Managers and Player Representatives to ensure high-quality player experiences
• Design and oversee engagement strategies that anticipate player needs and strengthen loyalty

Required qualifications

• 10+ years of experience in high-value player management, customer success, or loyalty, ideally within gaming or sports betting
• 4+ years of progressive people leadership experience with a proven ability to build and retain high-performing teams
• Experience developing and executing customer engagement or loyalty strategies that improve retention and lifetime value
• Strong commercial and analytical judgment with experience using data to identify opportunities and measure impact
• Familiarity with CRM platforms, loyalty programs, and responsible gaming practices is strongly preferred