Head of VIP (iGaming)

Black Pen Recruitment; Cape Town; On-site; ZAR 800,000 - 1,200,000; Full time

Job summary

Black Pen Recruitment is seeking a Head of VIP Department based in Cape Town. This is a full-time, permanent role responsible for overseeing the VIP Account Management team and driving client engagement strategies. The ideal candidate should have proven experience in senior customer success roles and a strong background in VIP account management, preferably in iGaming or online entertainment sectors. Fluency in English and French is a plus. Frequent travel to Mauritius is required.

Qualifications

• Proven experience in a senior VIP leadership role.
• Strong background in VIP account management in relevant industries.
• Excellent communication and negotiation skills.

Responsibilities

• Define and own the VIP strategy and client engagement.
• Lead and manage the VIP Account Management team.
• Monitor VIP retention and engagement metrics.

Skills

Senior VIP leadership experience

VIP account management

Fluency in English and French

Analytical mindset

Communication skills

Stakeholder management

Staff motivation

Job description

Our client specialises in providing a comprehensive suite of premier business support services designed to meet the 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 every aspect of their work.

Role Overview

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

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

Job Type

Full time | Permanent

Location

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, marketing services, 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 initiatives with 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, and accountability

Client & Relationship Management

• Oversee relationships with top‑tier VIP clients and act as an escalation point for high‑priority or complex cases
• Ensure consistent, personalised, and premium experiences across the VIP client 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