WarriorLab

WarriorLab is a leading global Management Consulting firm, renowned for delivering expert, award-winning strategic services across the iGaming, Social Gaming, and Sweepstakes industries. 

As trusted advisors to the world's leading businesses and institutions, we are committed to driving impactful, consistent growth for our clients.

𝗢𝘂𝗿 𝗻𝗶𝗰𝗵𝗲 𝗳𝗼𝗰𝘂𝘀 𝗮𝗿𝗲𝗮𝘀 𝗶𝗻𝗰𝗹𝘂𝗱𝗲:
• Workshops & Training
• VIP & Loyalty Programs
• B2C Operations & Strategy
• Player Retention & Development

Through custom-tailored solutions and projects, we are dedicated to delivering the highest level of service excellence, reflected in our award-winning people and approach.

Through applying unmatched industry knowledge and specialised skills, we empower organisations to build and grow sustainable competitive advantage.

Chief Executive Officer

Growe

Management Consultant

Gaming Operations Academy 

VIP Course Director

Yolo Group

High 5 Games

As the exclusive Management Consultant for High 5 Games, my focus was to lead and advise on all areas of monetization and operations.

The project entailed a full-scale re-do, establishment and restructuring of all-core units within High 5 Game’s B2C brand, High 5 Casino.

Key focus areas of the project included:
•	Restructuring of the Customer Support Operation
•	Establishing and building the VIP Operation
•	Establishing and building the QA and Training Operation
•	Building an operational wiki and LMS (learning management system)
•	Improvements to application economy and marketing efforts
•	Commercial and product improvements for existing and new product partners
•	Optimization of the customer-facing communication channels
•	Defining and working with legal partners to create a mitigation process and conflict resolution strategy.
•	Advisor on various risk, fraud, payment, and CRM projects
•	Outlining Policy documents and improvement plans for HR and Operations

MY BOOKIE

As the Management Consultant at MyBookie, I oversaw and directly managed projects collectively valued at 9 figures USD. The accumulative operations project focused on all layers of B2C, VIP, Operational Strategy, Conversion, and Retention. Leveraging my experience, I oversaw budgets of 8 figures to ensure maximum business retention, engagement, and growth.

In their VIP projects, I was responsible for the strategic direction and delivery of all project elements, including segmentation and frameworks across all digital brands, owning the function of strategic and tactical partner and point of contact working with C-Level business stakeholders. 

MyBookie projects included:
• Training and development of VIP teams, managers, and strategic leaders across all B2C operations
• VIP program design, creative direction, and improvement
• Consultation and ownership of business P&L: operational costs and EBITDA contribution
• Translating commercial objectives into business goals and strategies
• Development of Potential VIP onboarding (early detection and onboarding strategy and models)
• Ownership and delivery of performance action planning 
• Establishment of client-facing team strategies (VIP and Customer Service)
• Assisting in reducing contacts, improving self-service and lowering the cost-to-serve (operational optimisation)
• Building a collaboration strategy to align Customer Operations and Communication teams to streamline VIP and non-VIP performances to ensure operational efficiency
• Outlining and designing VIP processes, procedures, and standards that align with Non-VIP CS standards
• Defining and building KPIs that boost productivity and assisted MyBookie with tracking actionable goals
• Overseeing MyBookie's analytical frameworks and approaches for all Customer Operations functionalities
• Working closely with MyBookie's HR department to create processes focused on Customer Operations, job descriptions and administration support

10bet

As the Head of Operations and Customer Engagement, I was responsible for managing 10bet's Customer Operations. The reporting line was directed to the owner and CEO of 10bet.

•	As the Head of Operations and Customer Engagement, I was responsible for the VIP, Customer Service, QA and Training departments overseeing all operational strategies and multi-departmental KPIs / SLAs
•	My customer-facing units consisted of 40+ team members
•	A key focus was reestablishing 10bet’s VIP operational direction by creating a new VIP program, VIP language and engagement strategy resulting in a 200% growth within 18 months.
•	Successfully created new VIP segments resulting in better onboarding of our player base resulting in increased profitability across all tier levels.
•	Rewriting and directing the 10bet training program and onboarding process.
•	Alignment of operational headcount and cost to the company.
•	Departmental targets and KPIs to work towards business growth and expansion.

My role developed the customer engagement strategy for 10bet Global and helped shape the approach on how 10bet should sustainably engage customers for business growth.

The company operational costs and EBITDA contribution improved tenfold during my 2 years of service.

Head of Operations and Customer Engagement

As the Head of VIP at 10bet my responsibilities included:

-	Overseeing the VIP operations
-	The rollout and creation of The Ten Club - https://www.10bet.co.uk/the-ten-club/
-	Adjustments through the UK VIP regulation changes
-	Setting and meeting business and regional KPI/OKR targets 
-	The creation of the Pre-VIP program
-	The expansion and rollout of all VIP analytics and reporting strategies.
-	Manage on-going training and development of all VIP team members.
-	Implementation of responsible gaming and compliance throughout the VIP operation.

Head of VIP

Tabella s.r.o.

As the Head of VIP for Tabella, my responsibilities included:

- Overseeing the VIP operations for 36 online casino brands.
- Managing a VIP team of 70 staff, focusing on Account Management, Sales, Retention, Affiliates and VIP Customer Services.
- The maintenance and rollout of the VIP program over 4 continents.
- To recruit and retain staff to meet business and regional KPI/OKR targets in accordance with the financial expectations of the team and company.
- Create and implement a VIP system in analytics, reporting and strategy.
- Manage the High-Value VIP business with calculated and strategic financial planning that meets or exceed annual targets (including turnover, revenue, operating expenses, profit & capital expenditure).
- Manage the process for financial resource allocation for VIP events.
- Enhance the customer experience across all VIP venues.
- Manage on-going training and development of all VIP team members.
- Implementation of responsible gaming and compliance throughout the VIP operation.
- Formation of a VIP QA strategy
- Manage the VIP focused Sales Team
- Manage the VIP Retention Team
- Manage the VIP program from start to finish

BET.co.za

As the Head of VIP for BET.co.za, I oversaw the establishment of a formal VIP program and rollout of the account management program.

I helped introduce the VIP hospitality program to the sports betting market within South Africa, coordinating and planning trips for clients and our VIP hosts around the country.

My role entailed the creation and formation of the VIP strategy and analytics program working together with BI to allow for VIP growth of over 500% over the duration of 1 year.

Bet.co.za expanded into a top Sportsbook in the South African Market during my year of service.

Digital Outsource Services (Pty) Ltd

My final function before leaving the company was as a VIP Coordinator for the South African office. Our focus was based on the UK market.

Training was an additional focus of being the coordinator and my function was to expand and prepare the team to run sufficiently and become a revenue generating force. This was done through Upsell Training and in house continuous skills training.

My team and department expanded by an additional 9 VIP account managers, 3 strategists and 3 analysts. It also included the upskilling succession planning for the VIP management staff and team leads to take over my role once I departed.


The roles function included:
- Overseeing a team of 17
- Running the statistics and analytics program
- Formalization of processes for VIP support and VIP Account Management
- Head of outbound reactivation and personalized marketing for Betway VIP on a  global scale
- Manage VIP budgets

VIP Coordinator (Betway)

The function of my role as the Head of Account Managers was to roll out a hybridization role in both sports and casino across all account managers.

It included the management of top-level clients and all financial, general and personal account related queries by them.

Individual marketing was an active role in the position which later expanded to me heading the outbound campaigns program in reactivation (winbacks) and retention (proactive outbound).

With my focus and background in analytics and strategy, my role adapted to create the VIP strategy and analytics program for all VIP account managers (35 in total) between London and Cape Town.

This analytics focus was carried down from top management level through to account management level. It entailed the daily review process and application of formulas to determine the potential value of clients and their likelihood of becoming VIP.

Head of VIP Account Management (Betway)

The role was intended as a temporary role while I formalized the launch of the VIP team in Cape Town. This role worked in direct correspondence with our UK head office, who was our VIP hub. 

The function of this role was to focus on VIP processes and adapt the service functionality of Betway into an establish VIP program. The role eventually became the VIP account manager program upskilling and expanding by 9 new account managers in Cape Town alone.

My role here was to bridge the gap geographically between the two offices while simultaneously managing VIP clients.

The final function was to create reports to assist in analytics and acquisition of new VIP business which later expanded once the department launched officially.

Through this role, I drove inbound and outbound interventions as part of being the frontline for Betway's VIP teams. This included building on customer relationships, cross-selling products between sports and casino and developing the customer service programme for day to day customers by leading and teaching our support staff.

VIP Account Manager (Betway)

CEO | Management Consultant

As the CEO of WarriorLab, a global management consulting firm offering expert and award-winning strategic services to the iGaming industry, I have over 12 years of experience in leading customer operations, high-value customer engagement programs, performance analytics, and bottom-line optimisation. I have overseen and directly managed projects collectively valued at 9 figures USD, working with the world's leading businesses and institutions as their trusted advisor.

I am passionate about iGaming and consulting, and I have been recognised as the VIP Idol of the Year 2022, a 2x award finalist, a conference speaker, an iGaming judge, and the creator of Gali's Guide, the only freely accessible VIP knowledge source in the iGaming industry. 

My core competencies include strong leadership, communication, negotiation, and conflict management skills, as well as data and behavior-led analytical strategies. I have experience managing teams of up to 70+ people across multiple international markets and products, including poker, casino, and sports gaming verticals across fiat and crypto-driven markets. 

My mission is to remain innovative, transformative, and compliant while mentoring and training advanced skills to maximise individual and organisational success.

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