VIP Team Lead - Norway

THE ROLE:

The VIP Team Lead supports the day-to-day management of VIP operations while maintaining direct
relationships with high-value players. This role combines hands-on VIP account management with team
support responsibilities, ensuring excellent customer experience, player retention, and high service
standards across the VIP team.
The role acts as a key support to the Regional Operational Director, providing guidance to VIP Account
Managers, handling escalations, and supporting the execution of VIP retention and engagement
initiatives.

WHAT YOU'LL DO:

• Lead, motivate, and support the VIP Account Management team, fostering a collaborative, high-
  performing, and customer-focused culture.
• Manage and develop relationships with VIP players, delivering exceptional customer service and
  personalised support.
• Maintain regular communication with high-value customers to maximise engagement,
  retention, and satisfaction.
• Reactivate inactive players and identify opportunities to increase player activity and loyalty.
  Support the day-to-day management of VIP Account Managers, providing guidance and
  coaching when needed.
• Act as an escalation point for complex VIP cases and customer concerns.
• Support VIP campaigns, promotions, and player engagement initiatives in collaboration with
  CRM and relevant stakeholders.
• Monitor VIP performance metrics, customer activity, and retention trends.
• Ensure compliance with AML, KYC, Responsible Gambling, and internal procedures.
• Work closely with CRM, Customer Support, RFP, Compliance, and Country Managers to ensure a
  seamless VIP experience.

SKILLS AND EXPERIENCE:

• Relevant experience in VIP management within iGaming
  Experience managing high-value player relationships.
• Strong communication, interpersonal, and people management skills, with the ability to
  motivate and develop team members.
• Good understanding of CRM, retention, AML, KYC, and Responsible Gambling.
  VL Job Spec Library
• Commercial mindset with strong customer focus.
• Ability to work in a fast-paced environment and manage multiple priorities