Chief customer officer

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.

• 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.
• 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.
• 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.
• Shape segmentation, lifecycle campaigns, bonus and reactivation logic, and make sure every touchpoint is data-driven and personal.
• Build regional approaches for different markets, player cultures and regulatory environments.
• 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.
• Coach and develop the heads of Support, CRM and VIP around one shared lifecycle mindset.
• Turn business needs into clear requirements, so the platform, data and tools support a premium player experience.

• 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.
• Proven track record in C-level, VP or Head-level roles in iGaming, overseeing several player-facing functions (CRM, Retention, VIP, Customer Support).
• Strong CRM / Retention expertise, with deep understanding of player lifecycle, LTV, churn and NGR drivers.
• Hands-on experience building or scaling VIP programmes.
• Experience working with different markets and regions.
• Ability to lead and mentor department heads, and to build alignment across teams.
• Fluent English & Russian (excellent verbal and presentation skills).

• Reporting directly to the CEO.
• You’re not filling a seat. You’re relaunching the vertical from the ground up.
• Full responsibility for the player journey and the revenue it drives.