Afroditi Chatzigeorgiadou
Head Of VIP
Sofia
Summary
Head of VIP with strong Country Management background, experienced in building, leading and scaling VIP operations across multiple markets in online casinos. Core focus is high-value player retention, revenue growth, bonus strategy and optimization, and KPI-driven performance.
Hands-on experience in market expansion and localization. I thrive in fast-paced, high volume gaming environments where strategy and execution must work together.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Head of VIP
Vegas Legends
10.2025 - Current
- Full ownership of the VIP Department strategy, performance, and growth across multiple brands and markets
- Direct responsibility for VIP revenue, retention, Net Cash and bonus cost efficiency
- Designed and implemented KPI systems for VIP Managers with weekly and monthly tracking
- Built VIP segmentation, churn prevention flows, and long-term player reactivation strategies
- Defined and controlled VIP bonus strategy, including cashback, retention and loyalty offers.
- Worked cross-functionally with Affiliates, CRM, Payments, Risk, KYC, Support teams to optimize player experience
- Analyzed player behavior, deposits and engagement to drive data-based decisions
- Regular reporting to C level with clear performance insights and forecasts
Account Management Team Lead
Vegas Legends
04.2025 - 09.2025
- Led and supervised the Account Management team with focus on performance, service quality and retention
- Introduced structures KPIs, reporting systems, and daily performance monitoring
- Coached AMs on VIP handling, communication and upsell strategies
- Optimized workflows and internal processes
- Supported retention campaigns, bonus execution and player reactivation
- Contributed directly to the creation of the future VIP Strategy
Country Manager
Sofia Stars
01.2024 - 01.2025
- Developed and executed localisation strategies to optimise player engagement and retention.
- Closely monitored competitor activity, remaining ahead of external trends to consistently meet customer needs.
- Streamlined operational processes, ensuring compliance with regulatory standards and practices.
- Analysed market trends to identify opportunities for new business development and expansion.
- Carried out regular profit and loss analysis, presenting successes and failures and implementing improvement strategies.
- Oversaw marketing campaigns, CRM initiatives, and VIP player management.
- Collaborated with product development teams to align offerings with specific market needs and preferences.
- Optimised website content for search engine ranking, increasing organic traffic and customer engagement.
- Managed budgets, P&L, and financial forecasting, optimising operational efficiency.
Key Account Manager
Sofia Stars
07.2023 - 12.2023
- Managing a portfolio of high-net-worth customers
- Create long-term, trusting relationships with our customers
- Acquiring and retaining high-value customers
- Deliver the highest level of direct customer care
- Led strategic commercial negotiations to enable long-term profitable growth.
- Utilised tools such as CRM for streamlined process management and reporting.
- Applied excellent negotiation, upselling, and sales techniques to maximise revenue.
Key Account Manager
Soft2bet
05.2023 - 06.2023
- Applied excellent negotiation, upselling and sales techniques to maximise revenue.
- Tracked and analysed key account trends, identifying opportunities for growth and eliminating potential threats.
- Acquiring and retaining high-value customers
- Deliver the highest level of direct customer care.
- Identify potential VIPs and work on high-value programs, liaising with marketing departments to build long-term customer value.
Senior Customer Service Agent
Soft2bet
09.2021 - 04.2023
- Maximised customer satisfaction by resolving service issues promptly.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Addressed customer service enquires quickly and accurately.
- Assisted in fulfilment of customer orders placed in person, via email, online and by chat.
- Assisted customers with product-related questions, feedback and complaints.
Education
Master of Science - Forestry Engineering
Aristotle University of Thessaloniki
Thessaloniki, GreeceSkills
- VIP Strategy, Retention & Whale Management
- KPI Design & Team Leadership (remote/on site)
- Bonus Strategy & Cost Control
- Data-Driven Decision Making
Timeline
Head of VIP
Vegas Legends
10.2025 - Current
Account Management Team Lead
Vegas Legends
04.2025 - 09.2025
Country Manager
Sofia Stars
01.2024 - 01.2025
Key Account Manager
Sofia Stars
07.2023 - 12.2023
Key Account Manager
Soft2bet
05.2023 - 06.2023
Senior Customer Service Agent
Soft2bet
09.2021 - 04.2023
Master of Science - Forestry Engineering
Aristotle University of Thessaloniki