Open to opportunities

Rafael Thouin

@rafaelthouin

Message

VIP & Player Retention Manager driving revenue and loyalty.

France

Message

What I'm looking for

I seek a role focusing on VIP/player retention and CRM where I can lead teams, drive ARPU/LTV growth, and build compliant loyalty programs within a data-driven, collaborative environment.

I am a VIP and Player Retention Manager with six years' experience in iGaming and online betting, focused on maximizing ARPU and LTV across EU, AU, NZ, and JP markets. I specialize in VIP lifecycle management, segmentation, and CRM-driven retention strategies.

I've led and coached VIP teams, managed large VIP portfolios, and delivered measurable results — including generating over €500K in quarterly net revenue and increasing monthly VIP revenue by 28% within a year.

My technical toolkit includes Customer.io, SoftSwiss, HubSpot, Zendesk, Looker and advanced Excel, which I use to design data-driven email, SMS, and CRM campaigns that improve reactivation, click-through rates and player engagement.

I prioritize Responsible Gaming and compliance while optimizing loyalty programs, KYC workflows and cross-sell/upsell strategies to sustainably grow high-value player acquisition and lifetime value.

Experience

Work history, roles, and key accomplishments

Current

VIP Manager & Retention Specialist

Current

Hope Most Ltd

Jan 2025 - Present (1 year 1 month)

Managed and coached a team of 7+ VIP agents, improving productivity 30% and designing CRM email/SMS campaigns that increased CTR 15% and reactivation 20%; personally onboarded VIPs contributing €500K+ quarterly.

VIP CRM Email Campaigns Team Management Segmentation

VIP Team Lead

TLF

Dec 2022 - Dec 2024 (2 years)

Managed a €2M+ VIP portfolio across EU, AU, NZ, JP markets, maintained >67% retention YoY and increased monthly VIP revenue 28% within 12 months through upsell and loyalty strategies.

Retention Strategy Loyalty Programs Upselling KPI Tracking Referral Programs

VIP Account Manager

TLF

Jul 2020 - Nov 2022 (2 years 4 months)

Provided high-quality VIP support via live chat, email and phone with 95%+ CSAT, resolved 80%+ inquiries on first contact and optimized KYC workflows to reduce processing time 30% while ensuring compliance.

VIP Live Chat Customer Satisfaction & Compliance Email Support

Education

Degrees, certifications, and relevant coursework

Nantes Université

Bachelor of Arts, Arts

2013 - 2016

Completed a Bachelor of Arts at Nantes Université from 2013 to 2016, focusing on foundational liberal arts coursework relevant to communication and management.