Fresh Soft

VIP Department

Talent

MostaMember since September 7, 2026

Player Retention & VIP CommunicationMulti-Project Management (6+)Team Building & LeadershipKPI/NGR Monitoring & OptimizationBonus Flow Design & CRM CampaignsTraining & Team Motivation ProgramsData-Driven Decision MakingJiraBusiness Development

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Player Retention & VIP CommunicationMulti-Project Management (6+)Team Building & LeadershipKPI/NGR Monitoring & OptimizationBonus Flow Design & CRM Campaigns

About

Head of VIP Department with 5+ years in iGaming across Sportsbook and Casino. Scaled multi-brand VIP operations to €1M+ monthly revenue across 6 partner brands, and most recently built a VIP department from scratch delivering GGR x2.27 / NGR x2.25 YoY growth

Experience

Head of VIP at Vinto Group (2025 – 2026)

Built the VIP department from the ground up across both Sportsbook and Casino verticals - CRM, case-handling processes, team workspaces, cross-department workflows, KPIs, dashboards, analytics, task management and bonus campaigns
Directed a 3-manager VIP team (incl. QA), covering 2,100+ accounts across 5 tiers - coaching, structuring workflows and reactivation strategy
Grew department performance YoY: GGRx2.27, NGRx2.25, deposit volume x2.08 - while active VIP base grew only 6%
Increased active depositing clients 1.69x and average deposit per client 1.23x through targeted segmentation, personalization and reactivation
Resolved platform blockers and technical issues affecting VIP operations, ensuring uninterrupted service and player experience
Handled 100,000+ client interactions over 10 months across Email, Telegram and WhatsApp.

Head of VIP / Team Lead VIP at NDA (2023 – 2025)

Built and led a team of 10 VIP managers, QA and Team Leader from the ground up, including hiring, onboarding, motivation programs.
Managed 6partner projects simultaneously, ensuring consistent quality and retention results across all brands.
Developed segmented bonus systems and personalized reactivation campaigns, improving retention and lifetime value of high-tier players.
Collaborated with internal departments (support, retention, finance, devs) and external clients daily to align operations with business goals.
Created internal branding (team logo & merch), promoted mental and physical well-being in the team.
Tracked and improved performance through KPI/NGR analytics and feedback systems.
Played a key role in scaling a suite of products to a total monthly revenue of over €1M.

Customer Support Team Lead at NDA (2022 – 2023)

VIP Manager / Customer Support Agent at NDA (2021 – 2022)