VIP Team Lead - iGaming Ops & Analytics

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

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