Online VIP Manager

Goldrush and Gbets are looking for a strong, commercially minded Online VIP Manager to lead our VIP department and take full ownership of the VIP customer journey across multiple online gaming brands within the group.

This is not just a relationship role. This position requires a hands on leader who can manage and develop a team of VIP Hosts, oversee the Early Detection function, drive weekly VIP strategy, implement SOPs and ICPs, and ensure strong reporting, execution, and performance across the department.

The successful candidate will be responsible for growing VIP revenue, improving retention, strengthening service standards, and building a structured, high performing VIP operation across a multi brand environment with exposure to broader group initiatives and international growth.

• Lead, manage, and develop the VIP Hosts team
• Oversee the Early Detection team and ensure potential VIPs are identified, engaged, and converted effectively
• Drive weekly VIP strategy focused on revenue growth, retention, reactivation, and customer value across multiple brands
• Manage the full VIP customer lifecycle from onboarding through to retention and reactivation
• Ensure exceptional service delivery across phone, Whats App, email, and live chat
• Build and maintain strong relationships with high value customers
• Monitor daily player activity, including deposits, withdrawals, play trends, and customer behaviour
• Produce weekly and monthly VIP reports with clear commentary, insights, and action plans
• Use BI dashboards, customer trends, and performance data to guide decision making
• Implement, maintain, and improve VIP SOPs and ICPs across the department
• Work closely with CRM, Risk, Payments, Trading, Customer Support, and Marketing to ensure a seamless VIP experience across brands
• Identify risk indicators and elevate suspicious or high risk behaviour to the relevant teams
• Support the planning and execution of VIP campaigns, promotions, events, and retention initiatives
• Maintain strong operational discipline, accountability, and team performance standards

• Minimum 3 years experience in VIP, high value customer management, or a similar leadership role within iGaming, betting, fintech, hospitality, or a related industry
• Previous experience leading and managing a team
• Strong commercial understanding of VIP retention, customer value, and revenue growth
• Excellent communication and relationship management skills
• Strong reporting and analytical ability with experience working on BI dashboards, Excel, Google Sheets, and pivot tables
• Experience with CRM and bonusing tools such as Smartico, Optimove, Braze, or similar platforms
• Good understanding of FICA, AML, and responsible gambling requirements within the South African market
• Strong organisational skills and the ability to manage people, process, and performance in a fast paced environment
• Experience working across multiple brands or markets will be advantageous
• Experience in VIP events, hospitality, or premium customer engagement will be advantageous
• Relevant qualification in Marketing, Business, Economics, or a related field will be advantageous

• Competitive salary with performance based incentive structure
• Medical aid and provident fund contributions
• Opportunity to lead and shape a key VIP function across multiple brands
• Exposure to broader group operations and international growth initiatives
• A high impact role with strong growth potential

If you are a strong people leader with VIP experience, commercial instinct, and the ability to build structure, performance, and loyalty across a multi brand environment, we would like to hear from you.