Chief Customer Officer

About the role

We are seeking a hands‑on leader to own the entire customer journey, from the first support ticket to the moment a player becomes a loyal VIP. This senior role reports directly to the CEO and shareholders and combines Customer Support, CRM, Retention and VIP into one vertical.

Key responsibilities

• Design and run the full player lifecycle across Support, CRM, Retention and VIP, eliminating silos.
• Define and optimise the revenue chain, focusing on LTV, retention and NGR.
• Build and scale the VIP programme, setting policies, tiers and regional approaches.
• Shape segmentation, lifecycle campaigns, bonus and reactivation logic.
• Develop regional strategies for different markets and regulatory environments.
• Oversee premium services for top players, ensuring SLA alignment with VIP strategy.
• Coach heads of Support, CRM and VIP to adopt a shared lifecycle mindset.
• Partner with Product & Tech to translate business needs into platform and data requirements.

Required profile

• Proven C‑level, VP or Head‑level experience in iGaming overseeing CRM, Retention, VIP and Customer Support.
• Deep expertise in player lifecycle, LTV, churn and NGR drivers.
• Hands‑on experience building or scaling VIP programmes.
• Multi‑market experience with adaptable regional approaches.
• Fluent in English and Russian with excellent presentation skills.

Required skills

• Strong analytical ability to work with cohorts, campaigns and funnels.
• Leadership skills to mentor department heads and align teams.

What we offer

• Direct impact reporting to the CEO.
• Freedom to build the vertical from the ground up.
• Full ownership of the player journey and its revenue.