Some VIP teams focus on responding to players.

This role is about building a business.

We're looking for a leader who understands that exceptional VIP management isn't just about service- it's about creating lasting relationships, growing revenue, improving retention, and building a team that knows how to do the same.

This is an opportunity to take ownership of an established VIP function and shape how it operates. You'll lead the team, define standards, improve processes and work closely with senior stakeholders to create a more commercial, data-driven approach to VIP management.

What you'll be doing

Lead, coach, and develop the VIP Account Management team, creating a high-performance and relationship-driven culture.

Own the overall performance of the VIP function, balancing customer experience with commercial results.

Build and improve VIP strategies focused on retention, player engagement and long-term value.

Establish clear communication standards across all customer touchpoints, ensuring every interaction feels personal and professional.

Drive a more commercial approach within the team by identifying opportunities to increase player value and strengthen long-term relationships.

Oversee VIP segmentation, portfolio allocation and bonus governance to ensure consistency and sound business decisions.

Use KPIs and business insights to improve team performance, identify trends and support strategic decisions.

Partner closely with Commercial, Monetisation, BI and other business teams to continuously improve the VIP journey.

Continuously improve operational processes and encourage the adoption of AI and modern tools to increase efficiency.

We're looking for someone who

Has significant experience leading teams working with VIP or high-value clients - min 5 years of experience.

Has experience building relationships with High Net Worth Individuals (HNWIs).

Thinks commercially and naturally looks for opportunities to grow revenue, improve retention and create long-term value.

Knows how to coach, inspire, and develop people while setting high performance standards.

Is comfortable making decisions based on KPIs and business data.

Enjoys improving processes and bringing structure to fast-growing environments.

Is curious about AI and modern technology and sees it as a way to improve both customer experience and team performance.

Industry experience in iGaming is highly valued, but we're equally interested in exceptional leaders from other industries who have worked with high-net-worth clients and have a strong commercial mindset.

Why this role?

This isn't a role for someone who simply maintains operations.

We're looking for someone who wants to challenge the status quo, raise the standard of a VIP organisation, develop people, strengthen client relationships, and make a measurable commercial impact.

If you enjoy building high-performing teams, working with premium clients and combining people leadership with business growth, we'd love to hear from you.

Head of VIP - Malta

Job Description