John Walker
Empowering VIP success through expert leadership in gaming CRM & player experience.
Full time
On-site/Hybrid/Remote
Seasoned casino industry professional specializing in VIP management and CRM, with over 17 years' experience across European and global markets. Most recently...
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My Career Journey
1/6
Nabuminds
Senior VIP Manager
Feb 2024 - Feb 2026 | 2y
Tallinn, EE
Leading a team of 5 VIP Managers in CRM, automation, and gifts/experience. Supporting a wider team of 32 VIP specialists managing 250 Key & Diamond VIPs each. Managing €7.4mil in bonus and gift budgets....
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Netoplay
Senior VIP Manager/VIP CRM coordinator
Feb 2021 - Jan 2024 | 2y 11m
Haifa, IL
Developed a VIP program for 7 brands. Managed and led a team of 2 VIP agents for 6 brands. Implemented KPIs, campaigns, VIP levels and groups. Reviewed KYC, coordinated CRM VIP campaigns, and established...
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Go Wild Gaming
VIP Consultant/UK VIP Manager
Sep 2017 - Dec 2020 | 3y 3m
Bucharest, RO
Managed all UK VIPs, deployed a UKGC-compliant VIP Program, and ensured responsible gaming and AML. Managed a portfolio of 250 VIPs from diverse markets, monitored player behavior, reactivated players,...
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Genesis Global
VIP Manager
Aug 2014 - Jul 2017 | 2y 11m
Tel Aviv, IL
Managed 15 VIP agents over three shifts. Created training and quality assurance processes. Developed daily/weekly/monthly campaigns, handled VIP segmentation, and implemented KPIs based on player activity...
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Slot Bonanza
VIP Program Manager
Mar 2013 - Aug 2014 | 1y 5m
Netanya, IL
Established and managed the VIP Program, designed KPIs for customer engagement, managed a portfolio of 150 VIPs, created tailored offers and a gift program, and supported VIPs with daily communication...
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Spiral Solutions (Jackpot Factory Group)
VIP Manager, Back Office & Customer Support Agent
Feb 2006 - Mar 2013 | 7y 1m
Implemented a VIP program for US players, transitioning focus post-regulation to AUS/CAD/ROW. Provided high-quality support to VIPs, issued bonuses, and communicated across multiple channels to ensure...
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Leadership
Coaching
Action Oriented
Budgeting
Empathy
Detail Oriented
Customer Service
Accountability
Support Colleagues
Training And Development
Most proud of (2/3)
1st
Restored a VIP's trust by ordering and delivering an upgraded replacement iPhone after their gift was lost when the team hesitated.
2nd
Handled a VIP withdrawal sent to an old account and strengthened rapport by correctly pronouncing her Scottish name, 'Siobohn'.
Career Highlights
1/2
VIP support — expedited remediation for a high-value client
Restored VIP trust with an upgraded phone replacement
Tallinn, EE, 2024
While supporting a VIP client who had lost a gift and their iPhone, the team was undecided on...
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VIP support — error resolution combined with personalized care
Recovered misdirected payout and strengthened rapport
Israel, 2017
While assisting a VIP whose withdrawal was sent to an old bank account, I noticed the client’s...
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My values
Teamwork
Leadership
Accountability
Customer Satisfaction
Language(s) I speak
English
Fluent
Hebrew
Intermediate
French
Beginner