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Madrid, Comunidad de Madrid, España
Remote only
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VIP Excellence Manager based in Spain.
This role focuses on maximizing the performance, retention, and development of a high-value VIP customer portfolio within a fast-moving international iGaming environment.
You will combine customer activity analysis, operational oversight, product expertise, and data-driven decision-making to identify growth opportunities.
Working across regions, you will monitor top players, identify behavioral trends and anomalies, and ensure timely coordination with local teams.
The position offers broad exposure to Product, Analytics, Operations, and regional stakeholders, with a direct influence on VIP customer experience.
You will also leverage AI tools and new technologies to strengthen monitoring, automate analysis, and develop more effective VIP strategies.
The role requires strong analytical judgment, commercial awareness, and the ability to respond quickly when regional teams need additional support.
It is well suited to an experienced VIP professional who enjoys autonomy, continuous improvement, and solving complex operational challenges.
Analyze the daily gaming activity of top VIP clients across multiple regions and identify meaningful trends, opportunities, and changes in behavior.
Track high-value players closely and maintain prompt communication with regional teams regarding their activity, status, and development.
Monitor the activation and reactivation of top VIP players and identify opportunities to improve engagement, retention, and long-term development.
Develop approaches, mechanics, and initiatives designed to grow VIP activity and increase the number of high-value players integrated into regional teams.
Prepare recurring analytics, reports, and summaries covering the behavior and performance of top VIP clients.
Identify anomalies, deviations, and potential risks in VIP gaming activity, including indicators associated with fraudulent behavior.
Apply AI-powered tools to deepen analysis, automate monitoring, improve operational efficiency, and uncover new approaches to VIP portfolio development.
Monitor the quality and effectiveness of the VIP product, identifying customer experience issues and opportunities for product improvement.
Collaborate with Product, Analytics, Operations, and regional teams on VIP product development and customer experience initiatives.
Handle ad-hoc VIP priorities, including urgent OSINT research, customer calls, migrations, data summaries, and temporary regional coverage.
Provide rapid operational support to regions requiring additional VIP expertise or temporary coverage.
Identify, evaluate, and implement new tools, approaches, and practices that can improve the effectiveness of VIP operations.
Strong expertise in VIP operations and a deep understanding of high-value customer behavior within iGaming, online casino, sports betting, or a closely related environment.
Hands-on experience communicating with VIP customers and understanding the operational requirements of managing high-value player relationships.
Strong understanding of player behavior patterns, engagement drivers, retention mechanics, and VIP development strategies.
Ability to define clear requirements or briefs for analytical work and critically interpret resulting metrics and insights.
Working knowledge of dashboards, performance metrics, and the relationships between key indicators.
Practical and targeted experience using AI tools to improve analysis, monitoring, research, or operational workflows.
Strong understanding of player fraud patterns and the ability to recognize anomalies or potentially risky activity.
Analytical mindset with strong attention to detail and the ability to turn large amounts of information into actionable conclusions.
Strong problem-solving skills and the ability to respond effectively to urgent or ambiguous operational situations.
Excellent communication and collaboration skills, with the ability to work across Product, Analytics, Operations, and geographically distributed regional teams.
High level of autonomy, ownership, and adaptability in a dynamic international environment.
Ability to manage multiple priorities while maintaining accuracy, responsiveness, and a strong focus on customer experience.
Fully remote work arrangement within Europe.
Full-time employment in an international, distributed working environment.
Benefits cafeteria with a broad range of options that may include:
Children allowance.
Mental health support.
Sports and fitness activities.
Language courses.
Automotive services.
Veterinary services.
Home office setup assistance.
Dental services.
Books and stationery.
Training and professional development compensation.
Massage and wellness services.
Opportunity to work with international teams across multiple markets and regions.
Exposure to iGaming operations, customer analytics, product development, AI-enabled workflows, and VIP strategy.
Opportunity to contribute to the development and improvement of VIP products and operational practices.
Dynamic environment that encourages experimentation, innovation, and the adoption of new tools and approaches.