VIP Department Supervisor
Job Overview
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.