I lead commercial and customer operations, and I work directly with the product, data and systems behind them.
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VIP, HVC and Commercial
I own VIP and HVC relationships, CVM, commercial operations, forecasts, budgets, cost control, revenue targets and retention targets.
Leadership · CVM · High value customers♦
Player Lifecycle and Product
I own the journey from registration and FTD through activation, repeat deposit, VIP progression, retention and win-back, including wagering, KYC, loyalty and promotions.
Casino product · NPS · Player feedback♣
CRM and CX
I build self-hosted CRM operations in Frappe, Odoo and BPM Creatio, plus omnichannel journeys across Customer.io, Twilio, WhatsApp, Zendesk and Intercom.
Governance · Journeys · Ownership♥
Data, AI and Automation
I build ClickHouse and BI/DWH reporting, independent webhook services and AI-assisted support tools with retries, human review and operational controls.
1M+ events · BI · Human review♠
Payments, Risk and Player Protection
I use payment and fraud analytics for KYC, deposit acceptance, payment availability and chargebacks. I also handle Responsible Gaming, player protection, and legal and licensing casework.
Payments · Risk · Responsible Gaming♦
Operations and Leadership
I build operating models, KPIs, SLAs, QA and escalation paths, manage vendors and workforce plans, and lead teams of 20+.
CSAT · FCR · Business continuity
+30% revenue growth I helped drive20,000+ users I supported through affiliate onboarding20% outsourcing cost I cut without quality loss+300% growth I supported over two years50% churn reduction I helped deliver in my HVC portfolio
Contact
I would be glad to hear from you.
Victor AlbaHead of VIP · Commercial · Product · CRM/CX · Customer OperationsOntario, Canada
