Relocate to Cape Town Head of VIP (iGaming)

Black Pen Recruitment; Brussel Hoofdstad; On-site; EUR 64,000 - 107,000; Full time

Job summary

Our client seeks a strategic Head of VIP to drive the overall VIP strategy, oversee the VIP Account Management team, and ensure retention and growth of premium clients. This is a relocation role to Cape Town with frequent travel to Mauritius.

The ideal candidate will bring deep VIP customer management experience in iGaming or related industries, plus a proven ability to scale high-touch, premium experiences worldwide.

Qualifications

• Senior VIP, customer success, or retention leadership experience.
• VIP account management experience in iGaming or related industries.
• Fluency in English and French is a plus.
• Ability to lead, mentor, and scale high-performing teams.
• Strong analytical mindset with data-driven decision making.

Responsibilities

• Define and own the VIP strategy aligned to client engagement, retention, and growth objectives.
• Lead and develop the VIP Account Management team, with hiring and performance management.
• Provide regular VIP performance reporting and insights to senior leadership.
• Collaborate with Marketing, Sales, Product, and Support to deliver premium VIP experiences.

Skills

VIP leadership

VIP account mgmt

Data analytics

Stakeholder mgmt

Communication

Negotiation

iGaming experience

Job description

Relocate to Cape Town Head of VIP (iGaming)

About the job Relocate to Cape Town Head of VIP (iGaming)

Our client specialises in providing a comprehensive suite of premier business support services designed to meetthe diverse needs of their clients. From legal consultation and accounting support to banking solutions,compliance guidance, and administrative assistance, they pride themselves on delivering excellence in everyaspect of their work.

Role Overview

The Head of VIP Department is a senior leadership role responsible for the overall strategy, performance, anddevelopment of our Company’s operations. This role oversees the VIP Account Management team, setsstandards for high-touch client engagement, and ensures the retention, growth, and satisfaction of the company’smost valuable clients.

The ideal candidate combines strategic thinking with hands-on leadership, deep experience in VIP customermanagement (ideally within iGaming, online entertainment, or similar client-centric industries), and a strongability to scale premium customer experiences.

Job Type: Full time | Permanent

Relocation: Cape Town

Frequent travel to Mauritius

Requirements

• Proven experience in a senior VIP, customer success, or retention leadership role
• Strong background in VIP account management within iGaming, online entertainment, marketingservices, or similar industries
• Fluency in English and French ( would be a real plus)
• Demonstrated ability to lead, motivate, and scale high-performing teams
• Strong analytical and business-oriented mindset with experience using data to drive decisions
• Excellent communication, negotiation, and stakeholder-management skills
• Ability to handle sensitive situations with professionalism, discretion, and empathy
• Strong iGaming experience is a must
• Background in sales retention, loyalty programs, or lifecycle marketing
• Proactive, solutions-driven leadership style
• Strong commercial awareness and revenue-focused mindset

Key Responsibilities

Strategic Leadership

• Define and own the overall VIP strategy, aligning client engagement, retention, and growth initiativeswith company objectives
• Develop and continuously optimise VIP frameworks, service standards, and engagement models
• Identify opportunities to enhance VIP value propositions, loyalty programs, and exclusive offerings
• Lead, mentor, and manage the VIP Account Management team, including hiring, onboarding, training,and performance management
• Set clear KPIs and performance benchmarks for VIP Account Managers
• Foster a high-performance, client-centric culture focused on empathy, professionalism, andaccountability

Client & Relationship Management

• Oversee relationships with top-tier VIP clients and act as an escalation point for high-priority orcomplex cases
• Ensure consistent, personalised, and premium experiences across the VIPclient portfolio
• Build long-term trust with key clients and stakeholders

Performance, Analytics & Reporting

• Monitor VIP activity, retention, lifetime value, and engagement metrics
• Analyse client behaviour and feedback to identify trends, risks, and growth opportunities
• Provide regular reporting and insights to senior leadership on VIP performance and outcomes

Cross-Functional Collaboration

• Work closely with Marketing, Sales, Product, and Customer Support teams to deliver seamless VIP experiences
• Contribute to the design and execution of VIP campaigns, promotions, and exclusive events
• Ensure alignment between VIP initiatives and broader company strategies