VIP Experience Manager
Role Overview
This senior-level role involves leading and scaling a VIP department from the ground up, managing a team of Account Managers to deliver exceptional service to high-value players in the social gaming industry. Day-to-day responsibilities include strategic relationship management, P&L oversight, cross-functional collaboration with product and technology teams, and data-driven optimization of retention programs. The hire will have direct impact on player experiences and commercial success, setting new standards in VIP programs.
Perks & Benefits
The role offers remote work with flexible arrangements, likely requiring collaboration across time zones given the global team. Benefits include a competitive salary with performance-based incentives, comprehensive benefits package, and equity participation. Career growth is supported by a high-growth environment, flat organizational structure, and continuous learning opportunities, fostering an ego-free, ambitious culture.
Full Job Description
VIP Experience Manager - Patrianna
About Patrianna
Patrianna is a fast-scaling product development company headquartered in Gibraltar, with a dynamic, global team powering our growth. We operate at the intersection of technology and entertainment, building innovative solutions that shape the future of social gaming and deliver outstanding experiences to millions of players worldwide.
We're driven by speed, ambition, and bold ideas. At our core, we're product creators and problem-solvers who thrive in a high-performance environment.
The Opportunity
Lead the creation of an industry-defining VIP experience program that transforms high-value players into passionate brand advocates. You'll build this function from the ground up, combining strategic vision with hands-on execution to deliver exceptional service that drives both player satisfaction and commercial success.
Key Responsibilities
Team Leadership & Development
Establish and scale a world-class VIP department with premium service standards
Recruit, develop, and manage high-performing Account Managers with clear retention and growth KPIs
Foster a culture of excellence focused on delivering exceptional player experiences
Strategic Relationship Management
Design comprehensive CRM and player lifecycle strategies to identify and nurture emerging VIP players
Create personalized engagement programs including exclusive events, tailored rewards, and surprise experiences
Maintain direct relationships with top-tier players, ensuring their needs are anticipated and exceeded
Commercial Excellence
Own full P&L responsibility for the VIP program, balancing generous rewards with sustainable profitability
Develop and manage budgets for hospitality, gifting, and promotional activities
Design data-driven promotional strategies that maximize player lifetime value
Cross-Functional Collaboration
Partner with Product and Technology teams to advocate for VIP-specific platform features
Collaborate with marketing, customer service, and operations to ensure seamless VIP experiences
Represent the voice of VIP players in strategic business decisions
Analytics & Optimization
Leverage CRM data to identify trends, predict churn risk, and optimize retention strategies
Measure and report ROI on all VIP initiatives
Continuously refine programs based on performance metrics and player feedback
What We're Looking For
Essential Experience
Proven track record leading VIP retention programs in gaming, entertainment, or luxury hospitality
Demonstrated success managing teams and building scalable customer experience functions
Strong commercial acumen with P&L management experience
Expertise in CRM systems and customer lifecycle management
Key Skills & Attributes
Strategic Vision: Ability to build comprehensive programs from concept to execution
Analytical Excellence: Data-driven decision making with strong ROI focus
Relationship Mastery: Natural charisma and confidence engaging with high-net-worth individuals
Commercial Insight: Deep understanding of luxury service economics and customer value optimization
Leadership Capability: Experience coaching teams and establishing performance cultures
Adaptability: Thrives in fast-paced, high-growth environments with evolving priorities
Personal Qualities
High emotional intelligence and exceptional discretion
Self-motivated with entrepreneurial mindset
Comfortable balancing hands-on execution with strategic planning
Passionate about delivering extraordinary customer experiences
Why Join Patrianna
Impact & Ownership
Complete autonomy to build an industry-leading VIP program from scratch
Direct impact on millions of players' experiences worldwide
Opportunity to set new standards in the social gaming industry
Growth & Development
High-pace, high-growth environment that accelerates professional development
Flat organizational structure where your ideas drive real change
Continuous learning opportunities in a rapidly evolving industry
Culture & Values
Ego-free collaboration with a team of ambitious problem-solvers
Recognition and reward for exceptional performance
Flexible working arrangements that support work-life integration
Compensation & Benefits
Competitive salary with performance-based incentives
Comprehensive benefits package
Equity participation in a fast-scaling company
Equal Opportunities
We hire based on skills, drive, and ideas—nothing else. Your background, gender, age, race, ethnicity, disability, sexual orientation, religion, neurodiversity, or educational path will never be a barrier to joining us. We welcome candidates from non-traditional career journeys and value diverse perspectives that challenge conventional thinking. Diversity fuels our innovation, collaboration, and growth.
Ready to build something extraordinary? We're looking for someone who shares our ambition to create exceptional experiences and drive meaningful impact in the social gaming industry.
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