VIP Manager (iGaming)

TL;DR

VIP Manager (iGaming): Leading the strategic development and operational excellence of the VIP area to maximize value, loyalty, and retention of high-value customers with an accent on Player Development and seamless experience management. Focus on automating VIP events, optimizing CRM processes using data-driven insights, and enhancing the end-to-end user journey for elite segments.

Location: Hybrid in Ceuta, Spain

Company

Bally’s Intralot is a global provider of lottery solutions and a leading iGaming operator focusing on digital gaming, sports betting, and lottery markets.

What you will do

• Develop and execute the Player Development strategy to identify and nurture high-potential users.
• Lead and mentor the VIP Player Development team to ensure proactive outreach and journey management.
• Map customer touchpoints and implement digital experience enhancements to boost lifetime value.
• Plan, coordinate, and automate VIP events to maximize impact and efficiency.
• Collaborate with Product, Data, and CRM teams to optimize segmentation and marketing automation using tools like Braze and Tableau.
• Partner with Compliance and Customer Service to ensure seamless KYC and AML checks for VIP segments.

Requirements

• Experience in VIP management or customer-facing roles within online gaming, luxury, hospitality, or financial services.
• Proven leadership experience with a track record of increasing customer retention and revenue.
• Proficiency with CRM systems and customer data management.
• Excellent oral and written communication skills in English and Spanish.
• Must be based in or able to work in Ceuta, Spain on a hybrid basis.
• Familiarity with online gaming regulatory requirements (RG, AML, CDD) is highly desirable.

Culture & Benefits

• Comprehensive benefits packages tailored to location.
• Health insurance and RRSP Program.
• Home office and Wellness/Gym allowances.
• A corporate culture driven by collaboration, curiosity, and purposeful fun.
• Strong commitment to diversity, equity, and inclusion.