Gypsy Collective

Team Lead

• Lead a team of VIP Managers in daily operations.
• Distribute player portfolios and balance workload.
• Track capacity and ensure tasks are completed on time.
• Run regular 1:1s and performance reviews.
• Onboard, train, and develop team members.
• Improve team efficiency with VIP QA.
• Prioritise High Value and Top VIP players.
• Support key VIP accounts and escalations.
• Decide on complex cases and escalate critical cases to the Head of VIP.
• Collect VIP player feedback and share it with Streams and Retention teams.
• Maintain in-depth knowledge of each platform and project.
• Track product updates, bonus mechanics, and technical issues.
• Keep the team informed of relevant changes.
• Analyse VIP users daily by platform.
• Track case metrics, trends, and results.
• Prepare daily reports and present weekly results to the Head of VIP.
• Process workload statistics and control FRT and CSAT.

VIP Team Lead

Manager

• Develop promotional campaigns, including concepts, bonuses, mechanics, and target segments
• Create and manage the promotional calendar
• Design tournaments and in-game events, including mechanics, eligibility requirements, prize pool calculations, and prize distribution
• Select relevant offers for different player segments and cohorts
• Plan communication campaigns with CRM, Content, and Design teams
• Run A/B tests and conduct post-campaign analysis
• Evaluate bonus economics, issuance, and promotional effectiveness
• Prepare performance reports and recommendations to optimize promotional mechanics

Promo Manager

Product Manager

• Own the strategic goals, financial performance, roadmap and scaling of an iGaming product platform
• Drive ROI, GGR, NGR, time-to-break-even and time-to-ROI across the product portfolio
• Build and maintain product financial models, unit economics and monetization models
• Create prioritized quarterly, monthly and weekly backlogs based on validated hypotheses
• Define stream roles, approve candidates and request additional headcount or replacements
• Approve functional priorities and manage workload allocation across the stream
• Manage product, game and content managers through 1:1s, performance reviews, time-off approvals, responsibility setting and mentoring
• Motivate the team, maintain morale and organize informal team activities
• Set product metrics and translate company strategy into stream-level goals
• Approve meeting cadence, secure resources and escalate delivery gaps
• Run metric and priority reviews and adjust priorities or team composition
• Own the stream and product/process roadmap and present performance reports to Head of Product and C-level leadership
• Own on-time, high-quality product launches
• Lead competitor and market research for target geographies
• Define positioning, USP, design direction, loyalty, feature/integration, VIP, promotional and retention strategies
• Build two-year financial models for new products
• Lead pre-launch presentations and post-launch health checks
• Serve as subject-matter expert for the platform and products
• Scout tools, monetization and gamification mechanics, payment methods and AI/ML opportunities
• Partner with Product Managers on specifications and collaborate on player-journey and UX improvements
• Analyze product and player-behavior metrics and resolve KPI issues
• Gather player feedback and drive resolution of key pain points
• Manage the relationship with the platform provider, including syncs, releases, documentation, geographic and payment-method restrictions

Product Lead

Risk

• Process withdrawal requests across assigned brands and platforms in accordance with approved procedures and SLA
• Review player deposit and withdrawal history, current balance, active withdrawal requests, Casino Hold, bonus activity, KYC status, payment method ownership, internal limits, and previous risk cases
• Independently approve withdrawal requests, apply internal limits, initiate additional checks, or escalate cases within assigned authority
• Conduct standard KYC reviews and assess the completeness, validity, and consistency of player documents
• Request and review additional documentation, including SOF/SOW materials, when required
• Verify payment method ownership and identify possible third-party payment usage, including checks of bank statements, Skrill, Neteller, and other payment methods
• Identify suspicious financial or behavioural patterns, bonus abuse, inconsistencies in player activity, and other potential risk indicators
• Suspend processing and escalate cases when critical risk factors remain unresolved
• Escalate Fraud, AML, forged-document, account-takeover, confirmed multi-account, and other serious or disputed cases to the Fraud Prevention Team
• Coordinate with PSPs and payment providers regarding transaction statuses, payment method checks, and payment-related technical issues
• Communicate with players via Helpdesk regarding KYC and additional verification requirements
• Provide Customer Support and VIP teams with confirmed case statuses and approved communication instructions
• Document every decision, additional check, and escalation in the approved internal system or register
• Ensure unresolved cases are properly escalated and handled within agreed SLA
• Immediately escalate critical, systemic, disputed, or financially material cases to the Head of Operations
• Work across different platforms and back offices and cover colleagues across shifts when required

Risk and Payments Manager

• Manage an assigned portfolio of VIP players.
• Build and maintain long-term relationships with high-value clients.
• Provide personalized communication based on player preferences.
• Ensure high player satisfaction and engagement.
• Communicate with, reactivate, and retain active and dormant VIP players via LiveChat, email, Telegram, WhatsApp, and phone calls.
• Provide personalized support, assistance, bonus offers, and consultations.
• Offer personalized bonuses and reload promotions within the approved VIP matrix.
• Analyze deposits, bets, win/loss, frequency, and average bet size.
• Handle big wins and losses professionally and with a client-oriented approach.
• Collaborate with support, loyalty, anti-fraud, and payments teams to resolve VIP requests.
• Identify signs of risky or problematic player behavior.
• Escalate relevant cases when necessary.
• Follow Responsible Gaming and compliance guidelines.