Director, VIP Experience – Loyalty

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. Own and evolve the MVP strategy, including player segmentation, tier design, service model, and engagement principles across the player lifecycle and all products .

Posted 10/16/2026full-timeRemote • United StatesLead💰 $140,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in high-value player management and customer engagement strategies, with a strong focus on retention, lifetime value, and responsible gaming practices. Proven ability to lead teams, collaborate cross-functionally, and leverage data insights to enhance player experiences.

Highest-signal resume keywords

High-Value Player ManagementCustomer Engagement StrategiesPeople LeadershipCRM PlatformsResponsible Gaming Practices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessLoyalty ProgramsPerformance ReportingData AnalysisSegmentationEngagement MeasurementRoadmap DevelopmentDecision FrameworksOperational PlanningScorecard Monitoring

Soft Skills

Communication SkillsCoachingRelationship BuildingInfluencing Senior StakeholdersTeam Goal Setting

Tools & Technologies

CRM PlatformsAnalytics ToolsEngagement PlatformsReporting SoftwarePlayer Feedback Systems

Industry Keywords

GamingSports BettingDFSCustomer ExperienceRetentionEngagementLifetime ValuePlayer SegmentationResponsible GamingHigh-Value Players

About the role

Key responsibilities & impact

Own and evolve the MVP strategy, including player segmentation, tier design, service model, and engagement principles across the player lifecycle and all products
Develop an annual roadmap and operating plan connecting MVP initiatives to retention, engagement, lifetime value, and responsible gaming objectives
Identify opportunities to improve the MVP experience through personalized outreach, rewards, exclusive access, events, and product or service enhancements
Establish decision frameworks for investments, offers, experiences, and escalations while balancing player impact, commercial value, and regulatory requirements
Communicate and present regularly to the executive leadership team
Lead, coach, and develop MVP Managers and Player Representatives
Set team goals, service standards, performance measures, and capacity plans
Build scalable playbooks, training, quality standards, escalation protocols, and knowledge-sharing routines
Design and oversee high-touch engagement strategies to strengthen loyalty and address churn risk
Serve as the senior escalation point for sensitive or complex MVP matters
Ensure a consistent, differentiated MVP experience across digital touchpoints, service interactions, rewards, and live experiences
Use player feedback and relationship-manager insights to improve service design and advocate for MVP players
Own the entire end-to-end MVP experience
Partner with RevOps and CRM teams on targeted lifecycle campaigns, communications, and engagement journeys
Work with Product and Analytics to improve MVP offerings and journeys, assess outcomes, and develop scalable solutions
Collaborate with Customer Support on service expectations, handoffs, and escalation practices
Partner with Compliance and Legal to ensure interactions, rewards, communications, and events meet applicable requirements and company policies
Define and monitor scorecards covering retention, engagement, churn, lifetime value, player satisfaction, operational quality, and responsible gaming indicators
Translate data and qualitative insights into recommendations for senior leaders
Lead testing and measurement of new MVP initiatives, scaling successful programs and discontinuing ineffective approaches
Establish operating rhythms for planning, forecasting, reporting, issue management, and stakeholder communication

Requirements

What you’ll need

10+ years of experience in high-value player management, customer success, loyalty, CRM, retention, or customer experience, ideally within gaming, sports betting or DFS
4+ years of progressive people leadership experience, with a demonstrated ability to build, coach, and retain high-performing teams
Proven success developing and executing customer engagement or loyalty strategies that improve retention, engagement, and lifetime value
Strong commercial and analytical judgment, with experience using player or customer data to identify opportunities, measure impact, and make decisions
Experience working cross-functionally with marketing, product, analytics, customer support, compliance, and legal stakeholders
Excellent written and verbal communication skills, including the ability to present to and influence senior stakeholders and build trusted relationships with high-value players
Experience with CRM platforms, segmentation, loyalty programs, and performance reporting
Familiarity with responsible gaming practices is strongly preferred
Unrelenting passion for delivering exceptional player experiences
A passion for sports, fantasy sports, and/or iGaming is a plus
Must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable

Benefits

Comp & perks

Company-subsidized medical, dental, & vision plans
401(k) plan with company match
Annual bonus
Flexible PTO to encourage a healthy work/life balance (2 weeks STRONGLY encouraged!)
Generous paid leave programs, including 16-week paid parental leave and disability benefits
Workplace flexibility and modern work schedules focused on getting the job done, not hours clocked
Company-wide in-person events and team outings
Lifestyle enhancement program
Company equipment provided (Windows & Mac options)
Annual performance reviews with opportunities for growth and career development