Open to opportunities

Bekir Senak

@bekirsenak

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Head of VIP Client Services with 16 years in gaming, driving revenue growth through CRM, analytics, and leadership.

United Kingdom

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What I'm looking for

I’m looking to lead VIP/customer operations in gaming, using CRM and BI to improve loyalty, retention, and NGR. I want a results-driven team where I can build processes, coach leaders, and deliver board-level performance.

I’m a Head of VIP Client Services with 16 years’ experience in the gaming industry, leading teams to surpass targets while creating a premium VIP experience. I build proactive customer journeys, strengthen loyalty, and translate insights into measurable performance.

In my most recent leadership roles, I managed model brand VIP operations, structured BI and CRM teams, and delivered KPI-driven reporting across daily, weekly, and monthly cadences. I also improved processes across finance and fraud, and supported growth through structured SEO, acquisition, affiliates, and social media.

My results have been consistent: I doubled the company’s NGR over the last 3 years and surpassed targets each year, retained 75–80% of VIP customers (generating ~75% of monthly NGR), and reactivated 20% of lapsed VIP customers monthly. I’ve also led teams of up to 20 people, managed 2,000+ VIP customers across segments, and created/relocated VIP operations while training new staff.

Experience

Work history, roles, and key accomplishments

B2C Operations - Head of VIP

VL UKServices Ltd

Sep 2022 - Sep 2023 (1 year)

Led B2C VIP operations, building VIP, customer service, retention, and social media capability and structuring KPI reporting for day-to-day performance monitoring.

VIP Client Services Customer Segmentation CRM Operations KPIs Retention Strategy Social Media Operations BI Reporting

Head of VIP

GeoGaming–Englyn Ltd

Dec 2017 - Jan 2022 (4 years 1 month)

Managed and evolved VIP operations for sports and casino offerings, doubling NGR over a multi-year period and surpassing targets while retaining 75–80% of VIP customers.

VIP Relationship Management NGR Growth Customer Retention VIP Onboarding Training Team Leadership Negotiation

Head of VIP

GVC Holding

Oct 2010 - Dec 2017 (7 years 2 months)

Built a new VIP department and reactivated 20% of lapsed VIP customers to maximise revenue, reaching ~€1M monthly NGR by the end of the first year and managing 2,000+ customers across segments.

Department Build Out NGR Performance Management Customer Segmentation Remote Team Management KPI Tracking

VIP Executive

Sportingbet

Jul 2007 - Sep 2010 (3 years 2 months)

Handled VIP customer service at high volume, managing approx. 100 incoming calls and 120 live chats per day while resolving escalations and supporting account administration.

Customer Service VIP Support Salesforce Qlikview Optimove Account Management Live Chat

Entertainment Manager

Hotel & Clubs (4 and 5 Stars)

Mar 1995 - Oct 2003 (8 years 7 months)

Managed and trained a 25-person international entertainment team, delivering sports and evening show programmes that drove strong customer attendance and repeat business.

Team Leadership Costume And Set Coordination Rehearsal Management Multilingual Customer Service Event Operations