Role Overview
We’re hiring a Head of VIPs to build and run our VIP program end-to-end—tiers, perks, retention playbooks, and high-touch service—while protecting margin and keeping the experience premium.
Core Tools & Systems
Fast Track (VIP segments, journeys, offers)
Chainalysis / TRM Labs / Elliptic (on-chain transaction monitoring + wallet risk screening)
Greco (bonus abuse / “free money” leakage prevention)
SumSub (KYC eligibility + escalations)
Responsibilities
Own VIP tiers, qualification rules, and retention strategy.
Run VIP servicing workflows and high-touch escalation handling.
Partner with Risk to minimize promo abuse and leakage.
Ensure VIP journeys respect KYC/eligibility constraints and edge cases.
Coordinate VIP deposit/withdrawal readiness with Operations.
Define VIP KPIs and continuously optimize retention + ROI.
Required Skills & Experience
7+ years in VIP, retention, or player ops, with crypto casino / crypto gaming experience.
Strong understanding of VIP economics: bonus cost, payback, retention curves.
Proven experience operating lifecycle and segmentation tooling.
Comfortable handling high-touch VIP operations that involve deposits/withdrawals and account constraints.
Nice to Have
Experience building tiered loyalty/VIP programs from scratch.
Experience running VIP events and high-touch community moments.
Strong negotiation and relationship management with high-value players.
Bilingual (English/Spanish) is a plus.