VIP Team Lead

Performa HR agency is seeking an experienced VIP CRM Team Lead to lead and manage a team of VIP Managers for one of their clients. The role focuses on team leadership, VIP operations management, analytics, and cross-functional collaboration to ensure premium service delivery and achieve defined KPIs.

• Lead and manage a team of VIP Managers, including hiring, onboarding, training, and professional development
• Conduct regular 1:1 sessions, performance reviews, coaching, and mentoring
• Ensure high-quality service for VIP players with focus on personalization and high-touch support
• Handle escalations and complex VIP cases
• Execute VIP strategy and ensure achievement of defined KPIs
• Run weekly team meetings to review communications, performance progress, and operational priorities
• Monitor VIP Managers KPIs on a weekly basis including service quality, retention, turnover, and deposit activity
• Prepare regular reports for the Head of VIP with analytical insights
• Oversee VIP team tasks in Jira, ensuring adherence to deadlines and SLAs
• Collaborate with Marketing, CRM, Product, Anti-Fraud, and Customer Support teams
• Continuously improve VIP processes and implement best practices

• Proven experience in iGaming within the VIP segment as VIP Manager, Senior VIP Manager, or VIP Team Lead
• Previous team leadership experience or role with strong people-management responsibilities
• Deep understanding of VIP player behavior, motivation, and high-touch service standards
• Strong analytical skills with ability to work with KPIs and segment-level metrics
• Excellent communication skills and ability to manage conflict situations and escalations
• Strong written and spoken English for communication with players and internal teams
• Nice to have: Hands-on experience with Jira, CRM systems, VIP platforms, and analytical dashboards
• Nice to have: Understanding of marketing and CRM processes
• Nice to have: Experience with international VIP players across EU, CA, AU, and LATAM regions

• Competitive compensation open for discussion and aligned with market standards
• Fully remote work
• Key role within the company team
• Support and professional growth opportunities with a strong team of professionals