Head of VIP – Relocation to The Bahamas .

Head of VIP – Relocation to The Bahamas .

• Our client is seeking an experienced and commercially driven Head of VIP, Loyalty & Rewards to lead the strategy and execution of its customer engagement and player value program.
• This is a senior leadership role responsible for maximising customer lifetime value through the development of a best-in-class VIP, loyalty, and rewards ecosystem.
• The successful candidate will own the full customer lifecycle, from mass-market engagement through to high-value VIP relationships, ensuring a structured, data-led approach to customer progression, retention, and revenue growth.

Key Responsibilities

VIP Strategy & High-Value Customer Management

• Develop and deliver a comprehensive VIP strategy aligned with commercial objectives.
• Lead the acquisition, retention, and growth of high-value customer segments.
• Build and maintain strong relationships with premium customers through a personalised engagement model.
• Monitor customer behaviour to identify opportunities, trends, and potential risks.
• Lead and develop the VIP team, setting clear performance standards and service expectations.
• Continuously evaluate and enhance the VIP program to maximise commercial performance and customer satisfaction.

Loyalty Program Strategy

• Own the design, development, and continuous improvement of the loyalty program across all customer segments.
• Create clear and engaging progression pathways that encourage long-term participation and customer advancement.
• Ensure program mechanics are simple, transparent, and aligned with business objectives.
• Drive customer engagement and retention through an effective loyalty framework.

Rewards Strategy

• Develop and oversee the organisation’s rewards strategy across all customer segments.
• Ensure rewards are relevant, compelling, and aligned with customer behaviours and preferences.
• Collaborate with cross-functional teams to ensure seamless delivery of promotional and reward initiatives.
• Optimise promotional investment while maintaining commercial sustainability.
• Measure program effectiveness and continuously improve return on investment.

Customer Retention & Lifecycle Management

• Develop targeted retention strategies for premium and at-risk customers.
• Lead reactivation initiatives to re-engage inactive customer segments.
• Increase customer frequency, engagement, and lifetime value.
• Identify emerging high-value customers and support their progression into the VIP program.

Cross-Functional Leadership

• Partner closely with CRM, Business Intelligence, Marketing, Product, and Operations teams.
• Translate customer insights into actionable commercial strategies and campaigns.
• Ensure alignment across customer engagement initiatives to deliver a consistent and differentiated customer experience.
• Promote a data-driven approach to customer strategy and decision-making.

Key Performance Indicators

• Growth in revenue generated from high-value customers.
• Expansion and profitability of the VIP customer base.
• Customer retention and reactivation performance.
• Loyalty program engagement and tier progression.
• Effectiveness and return on investment of rewards initiatives.
• Operational excellence and scalability of customer engagement programs.

Experience Required

• Proven experience managing VIP, loyalty, or high-value customer programs.
• Experience within online gaming, casino, sports betting, hospitality, luxury, or other premium customer-focused industries.
• Demonstrated success in driving customer engagement and commercial performance.
• Previous leadership experience with the ability to coach and develop high-performing teams.
• Excellent relationship management and stakeholder engagement skills.
• Strategic thinker with experience designing scalable customer programs.
• Highly analytical with strong data interpretation and decision-making abilities.
• Outstanding communication and leadership skills.

The package would include a tax free annual salary, Company Car, Annual Bonus and Relocation assistance.

Apply for Head of VIP – Relocation to The Bahamas . directly via Pentasia.