VIP Team Lead

Gypsy Collective

About The Position

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.

Requirements

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+

Responsibilities

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