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.

• 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.

• 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.
• Commercial mindset with strong customer focus.
• Ability to work in a fast‑paced environment and manage multiple priorities