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Our client operates within the iGaming ecosystem, specialising in high value player services and relationship management for established online gaming brands. The business is focused on delivering premium customer experiences, driving long term player engagement, and providing personalised account management through dedicated teams and data driven CRM strategies. Operating across multiple international markets, our client combines in house expertise with selected external partners to deliver scalable, compliant, and high quality player operations. As part of an ongoing growth phase, the organisation is strengthening its leadership and operational structure to support an expanding team and evolving business needs. The Chief Executive Officer is responsible for the overall leadership, strategic direction, and operational performance of the business. The role has a strong focus on VIP player management, customer retention, and customer experience excellence. The CEO will lead a business model centred on VIP Account Management, where Account Managers own defined player portfolios, and will also hold full accountability for the performance and governance of outsourced Customer Service operations. This role requires a senior leader with a strong background in customer operations, CRM, and player lifecycle management, ideally within iGaming or another highly customer centric, regulated digital environment
Job Responsibility:
Define and execute the company’s overall strategy, with a strong emphasis on playerretention, loyalty, and lifetime value
Translate commercial objectives into clear operational plans across VIP AccountManagement and Customer Service
Act as the primary point of accountability to the Board for financial, operational, and people performance
Provide leadership during a period of organisational evolution and growth
Oversee the structure, performance, and scalability of the VIP Account Management function
Ensure each Account Manager effectively manages their assigned player portfolio with afocus on retention, reactivation, satisfaction, and loyalty
Ensure responsible gaming principles are embedded within all VIP processes
Define, monitor, and optimise KPIs including retention, churn, average revenue per user,lifetime value, and VIP engagement
Drive effective use of CRM platforms, segmentation models, incentive strategies, and personalisation
Own and manage relationships with outsourced Customer Service providers
Define and monitor SLAs, KPIs, quality standards, and escalation processes
Ensure outsourced teams deliver a consistent, high quality, brand aligned customer experience
Lead regular performance reviews and continuous improvement initiatives with external partners
Build, lead, and mentor senior managers and key functional leaders
Foster a customer first, performance driven culture
Ensure alignment between internal teams and external service providers
Promote ethical behaviour, accountability, and high professional standards across the organisation
Ensure all operations adhere to applicable regulatory requirements, internal controls, and responsible gaming standards
Work closely with Compliance, Finance, and Legal functions to manage operational and regulatory risk
Oversee budgeting, forecasting, and performance tracking for customer facing operations
Champion data driven decision making across the business
Requirements:
Proven senior leadership experience at CEO, Managing Director, COO, or equivalent level, ideally within iGaming or a comparable customer centric digital industry
Strong background in customer operations, CRM, and player lifecycle management, including ownership of VIP or high value customer portfolios
Demonstrated experience managing outsourced or third party service providers and operating effective governance models
Solid commercial understanding of retention economics, including key customer metrics such as lifetime value, churn, and engagement
Hands on experience with CRM platforms, customer analytics, and data driven decision making
Experience operating in regulated and multi market environments, with the ability to balance commercial performance with compliance and responsible gaming requirements
International operational exposure and experience scaling customer focused teams or loyalty programmes
Strong leadership, communication, and stakeholder management skills, with a clear customer first mindset and long term value focus
What we offer:
Competitive Compensation: You will receive a highly competitive compensation package, which includes a competitive base salary, performance bonuses, and other incentives, all reflective of your experience and contribution
Work-Life Balance: We value work-life balance and offer flexible working arrangements, recognising that achieving your best in your career requires a healthy balance between work and personal life