We’re looking for a hands-on leader who knows exactly how a player turns into long-term value, and how to build the whole chain behind it.
As our
**Chief Customer Officer**
, you’ll bring Customer Support, CRM, Retention and VIP together into one vertical at HQ. You’ll own the entire customer journey: from the first support ticket to the moment a player becomes a loyal VIP. This isn’t a “manage the managers” role. You’ll be close to the data, the campaigns and the players, and you’ll make the three directions work as one revenue engine.
**💻 The Mission:**
Turn Every Player Journey into Revenue
**📍 Location:**
Remote (with flexibility for international travel)
**💼 Reporting to:**
CEO & Shareholders
**What You’ll Do**
- **Own the Customer Journey End to End:**
Design and run the full player lifecycle across Support (first touch), CRM (engagement), Retention (loyalty) and VIP (elite experience), with no gaps and no silos.
- **Build the Revenue Chain:**
Define how players move through the funnel and where value is created or lost. Turn the CS, CRM and VIP teams into one system focused on LTV, retention and NGR.
- **Grow the VIP Base:**
Build the strategy for identifying, upgrading and growing VIPs, including starting from a cold base. Set VIP policies, tiers and regional approaches together with the VIP team.
- **Lead CRM & Retention Strategy:**
Shape segmentation, lifecycle campaigns, bonus and reactivation logic, and make sure every touchpoint is data-driven and personal.
- **Adapt to Different Markets:**
Build regional approaches for different markets, player cultures and regulatory environments.
- **Set Up Premium Service:**
Oversee high-end services for top players (personal managers, concierge, travel and other HNWI needs), making sure CRM campaigns and Support SLAs support the VIP strategy.
- **Lead the Leaders:**
Coach and develop the heads of Support, CRM and VIP around one shared lifecycle mindset.
- **Partner with Product & Tech:**
Turn business needs into clear requirements, so the platform, data and tools support a premium player experience.
**Who You Are**
- You grew up in VIP, CRM or Retention and know how to turn player data into revenue.
- You’re hands-on: comfortable digging into cohorts, campaigns and funnels yourself, not just reviewing reports.
- You understand VIP from the inside: how to scout, validate and grow high-value players, and the difference between a one-off high roller and a long-term brand advocate.
- You’ve worked across different markets and know that one approach doesn’t fit all.
- You’re as comfortable presenting to shareholders as you are meeting top players in person, and you’re happy to travel when it matters.
**Requirements**
- **Experience:**
Proven track record in C-level, VP or Head-level roles in iGaming, overseeing several player-facing functions (CRM, Retention, VIP, Customer Support).
- **Background:**
Strong CRM / Retention expertise, with deep understanding of player lifecycle, LTV, churn and NGR drivers.
- **VIP Expertise:**
Hands-on experience building or scaling VIP programmes.
- **Multi-Market Experience:**
Experience working with different markets and regions.
- **Leadership:**
Ability to lead and mentor department heads, and to build alignment across teams.
- **Languages:**
Fluent English & Russian (excellent verbal and presentation skills).
**What We Offer**
- **Direct Impact:**
Reporting directly to the CEO.
- **Freedom to Build:**
You’re not filling a seat. You’re relaunching the vertical from the ground up.
- **Real Ownership:**
Full responsibility for the player journey and the revenue it drives.
**Sounds Like You?**
If you read this and thought “I’ve been doing exactly this, just without the full ownership,” let’s talk. Apply via the link or drop me a message directly. Even a short intro is enough to start the conversation, and everything stays confidential.
As our
**Chief Customer Officer**
, you’ll bring Customer Support, CRM, Retention and VIP together into one vertical at HQ. You’ll own the entire customer journey: from the first support ticket to the moment a player becomes a loyal VIP. This isn’t a “manage the managers” role. You’ll be close to the data, the campaigns and the players, and you’ll make the three directions work as one revenue engine.
**💻 The Mission:**
Turn Every Player Journey into Revenue
**📍 Location:**
Remote (with flexibility for international travel)
**💼 Reporting to:**
CEO & Shareholders
**What You’ll Do**
- **Own the Customer Journey End to End:**
Design and run the full player lifecycle across Support (first touch), CRM (engagement), Retention (loyalty) and VIP (elite experience), with no gaps and no silos.
- **Build the Revenue Chain:**
Define how players move through the funnel and where value is created or lost. Turn the CS, CRM and VIP teams into one system focused on LTV, retention and NGR.
- **Grow the VIP Base:**
Build the strategy for identifying, upgrading and growing VIPs, including starting from a cold base. Set VIP policies, tiers and regional approaches together with the VIP team.
- **Lead CRM & Retention Strategy:**
Shape segmentation, lifecycle campaigns, bonus and reactivation logic, and make sure every touchpoint is data-driven and personal.
- **Adapt to Different Markets:**
Build regional approaches for different markets, player cultures and regulatory environments.
- **Set Up Premium Service:**
Oversee high-end services for top players (personal managers, concierge, travel and other HNWI needs), making sure CRM campaigns and Support SLAs support the VIP strategy.
- **Lead the Leaders:**
Coach and develop the heads of Support, CRM and VIP around one shared lifecycle mindset.
- **Partner with Product & Tech:**
Turn business needs into clear requirements, so the platform, data and tools support a premium player experience.
**Who You Are**
- You grew up in VIP, CRM or Retention and know how to turn player data into revenue.
- You’re hands-on: comfortable digging into cohorts, campaigns and funnels yourself, not just reviewing reports.
- You understand VIP from the inside: how to scout, validate and grow high-value players, and the difference between a one-off high roller and a long-term brand advocate.
- You’ve worked across different markets and know that one approach doesn’t fit all.
- You’re as comfortable presenting to shareholders as you are meeting top players in person, and you’re happy to travel when it matters.
**Requirements**
- **Experience:**
Proven track record in C-level, VP or Head-level roles in iGaming, overseeing several player-facing functions (CRM, Retention, VIP, Customer Support).
- **Background:**
Strong CRM / Retention expertise, with deep understanding of player lifecycle, LTV, churn and NGR drivers.
- **VIP Expertise:**
Hands-on experience building or scaling VIP programmes.
- **Multi-Market Experience:**
Experience working with different markets and regions.
- **Leadership:**
Ability to lead and mentor department heads, and to build alignment across teams.
- **Languages:**
Fluent English & Russian (excellent verbal and presentation skills).
**What We Offer**
- **Direct Impact:**
Reporting directly to the CEO.
- **Freedom to Build:**
You’re not filling a seat. You’re relaunching the vertical from the ground up.
- **Real Ownership:**
Full responsibility for the player journey and the revenue it drives.
**Sounds Like You?**
If you read this and thought “I’ve been doing exactly this, just without the full ownership,” let’s talk. Apply via the link or drop me a message directly. Even a short intro is enough to start the conversation, and everything stays confidential.
