SmartRecruitment.com - Smart Recruitment

Operations

• Own and execute the Casino strategy aligned with business and growth objectives.
• Full ownership of Casino P&L, including revenue, margin, and profitability.
• Manage end-to-end Casino monetisation from first-time deposit through retention and VIP.
• Optimise conversion funnels, onsite UX/UI, and landing pages to maximise ROI from marketing spend.
• Lead Casino product and content strategy, including portfolio, providers, and performance optimisation.
• Define and execute CRM, retention, and VIP strategies aligned with player lifetime value.
• Oversee day-to-day Casino operations across CRM, payments, risk, VIP, and player support.
• Work closely with product and tech teams to ensure platform readiness and effective delivery.
• Build, lead, and scale the Casino and Operations function.
• Manage suppliers, aggregators, PSPs, and commercial partnerships.
• Report performance and insights to senior stakeholders.

Head of Casino, Head of Operations - iGaming

Manager

• VIP Relationship Management: Build, maintain, and nurture long-term relationships with high-value players across targeted markets.
• Provide exceptional, personalized support—responding quickly, professionally, and with weekend availability where needed.
• Maintain proactive, frequent communication across multiple channels while upholding brand tone and professionalism.
• Increase player touchpoints to strengthen loyalty, drive consistent engagement, and boost overall activity.
• Team Leadership & Management: Lead, mentor, and support members of the VIP team to ensure high performance and professional growth.
• Oversee daily team operations, ensuring excellent service delivery and adherence to company standards.
• Provide leadership and coaching to help the team meet and exceed KPIs.
• Conduct performance evaluations and provide ongoing coaching and development.
• Coordinate team schedules and ensure coverage during peak hours and weekends when required.
• Foster a positive, collaborative, and results-driven team culture.
• Retention, Growth & Player Engagement: Develop and execute retention strategies to increase activity levels, deposit frequency, and player lifetime value.
• Create tailored bonuses, promotions, and incentives based on behavioral data and individual preferences.
• Identify opportunities for upsell, reactivation, and targeted segmentation.
• Maintain regular follow-ups with VIP players to maximize playtime and minimize churn.
• Implement early-intervention strategies to mitigate churn risks proactively.
• Program Development & Campaign Execution: Enhance and optimize the VIP program to ensure competitiveness and alignment with market expectations.
• Work closely with Marketing, CRM, and Product teams to execute exclusive campaigns and region-specific initiatives.
• Generate ideas for VIP events, hospitality experiences, and on-site visits that stimulate engagement and deposits.
• Data Insights & Reporting: Analyze player behavior, activity trends, deposit patterns, and revenue metrics using CRM and BI tools.
• Prepare regular reports on VIP KPIs, player performance, and market insights.
• Use data-driven insights to identify opportunities for growth and improve overall VIP performance.
• Cross-Department Collaboration: Collaborate with Customer Support, Marketing, CRM, Finance, Risk/Payments, and Product teams to ensure seamless service delivery.
• Ensure accurate player segmentation, personalized communication flows, and proper campaign execution.
• Work closely with compliance teams to ensure adherence to regulatory standards across all jurisdictions.
• Jurisdictional & Market Knowledge: Maintain awareness of cultural nuances, responsible gaming requirements, and regulatory differences across regions.
• Use jurisdictional insights to personalize player interactions and tailor campaigns accordingly.
• Build and maintain a strong network of high-value players across multiple markets, expanding activity and deposit potential.

Head of Casino, Head of Operations - iGaming

Arabic VIP Manager – Team Lead, iGaming