VIP Team Lead

Gypsy Collective; Polska; On-site; PLN 180,000 - 280,000; Full time

Benefits offered by this job

Flexible payment options

Tax assistance

Bonuses for milestones

Learning & growth

Cafeteria benefit

Team events

Modern equipment

Job summary

Gypsy Collective is seeking a VIP Team Lead to run our VIP Managers team, ensuring top-tier service for high-value players. You will own daily operations, balance workloads, and drive performance through regular coaching and reviews.

You will analyze VIP data, monitor KPIs, and escalate complex cases to the Head of VIP as needed. The role involves hands-on leadership, collaboration with product/retention teams, and managing bonus mechanics to deliver personalised VIP offers across multi-brand

Qualifications

• 3+ years in iGaming VIP / Player Management with high-value players
• 1+ year leading a team of 4+ people: task distribution, 1:1s, performance reviews
• Experience with bonus mechanics: wagering, cashback, reload, free spins, personalised VIP offers
• Experience with multi-brand or multi-platform operations
• Strong KPI control: FRT, CSAT, workload, retention, deposit activity of VIP segment
• Advanced data skills: Google Sheets/Excel (pivot tables, formulas) and a BI tool
• Experience with a back office / CRM (Smartico, Optimove, Salesforce)
• Understanding of KYC / AML / Responsible Gambling as they apply to VIP players
• Ability to make fast, well-reasoned decisions on escalations and conflicts
• Languages: Ukrainian (fluent), English B2+

Responsibilities

• Lead a team of VIP Managers in daily operations
• Distribute player portfolios and balance workload
• Track capacity and ensure tasks are completed on time
• Run regular 1:1s and performance reviews
• Onboard, train and develop team members
• Improve team efficiency with VIP QA
• Prioritise High Value and Top VIP players
• Support handling of key VIP accounts and escalations
• Analyse VIP users daily by platform and report results
• Present results to Head of VIP weekly
• Process workload statistics and control FRT and CSAT

Skills

Team leadership

VIP / Player management

Data analysis

Google Sheets / Excel

BI tools (Tableau/Power BI/Looker)

CRM / back office systems

KYC / AML knowledge

Decision making under pressure

Ukrainian (fluent)

English (B2+)

Tools

Tableau

Power BI

Metabase

Looker

Smartico

Optimove

Salesforce

Job description

We're Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That's why strong businesses need strong people.

Gypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions.

We're looking for a VIP Team Lead to run our VIP Managers team day to day, own service quality for our highest-value players, and turn player data into decisions.

Your daily adventures include:

Team leadership

• Lead a team of VIP Managers in daily operations;
• Distribute player portfolios and keep the workload balanced;
• Track capacity and make sure tasks are done on time;
• Run regular 1:1s and performance reviews;
• Onboard, train and develop team members;
• Improve team efficiency together with VIP QA

VIP player management

• Prioritise High Value and Top VIP players;
• Support the handling of key VIP accounts and escalations;
• Make the call on complex cases and elevate the most critical ones to the Head of VIP;
• Collect VIP player feedback and pass it to the Streams and Retention teams

Product & platform expertise

• Know each platform and project in depth, including how they differ;
• Track product updates, bonus mechanics and technical issues;
• Keep the team informed of every relevant change

Analytics & reporting

• Analyse VIP users daily, broken down by platform;
• Track case metrics, trends and results;
• Prepare daily reports and present results to the Head of VIP every week;
• Process VIP team workload statistics and control FRT and CSAT

Requirements

What makes you a great match:

• 3+ years in iGaming VIP / Player Management, with hands-on work with high-value players;
• 1+ year leading a team of 4+ people: task distribution, 1:1s, performance reviews;
• Deep understanding of bonus mechanics: wagering, cashback, reload, free spins, personalised VIP offers;
• Experience with multi-brand or multi-platform operations;
• Strong KPI control: FRT, CSAT, workload, retention, deposit activity of the VIP segment;
• Confident data skills: advanced Google Sheets/Excel (pivot tables, formulas) and a BI tool (Tableau, Power BI, Metabase, Looker or similar);
• Experience with a back office / CRM (Smartico, Optimove, Fast Track, Salesforce or in-house);
• Understanding of KYC / AML / Responsible Gambling as they apply to VIP players;
• Ability to make fast, well-reasoned decisions on escalations and conflicts;
• Languages: Ukrainian (fluent), English B2+

Benefits

• Flexible payment options: choose the method that works best for you
• Tax assistance included: we handle part of your taxes and provide guidance on the local setup
• Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care
• Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us
• Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more
• Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage
• Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow. If this role sounds like a good fit for you, we'd love to hear from you — apply and tell us a bit about yourself