Єлизавета

Yelyzaveta Kanchura
VIP LOYALTY, CRM & PRODUCT DEVELOPMENT SPECIALIST

PROFESSIONAL SUMMARY
CONTACTS iGaming professional with 3.5 years of experience in VIP customer
engagement, including 1.5 years specializing in loyalty development, CRM
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operations, and player lifecycle management.
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Experienced in independently developing VIP loyalty concepts, reward
Kyiv, Ukraine. Open to Remote Work
mechanics, and retention and reactivation initiatives - from competitor
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research, customer segmentation, and budget planning to stakeholder
presentations and cross-functional implementation.
TOOLS
Hands-on expertise in CRM campaign configuration, automation, and
customer research, with a strong focus on translating player insights into
GR8 REA Confluence
product improvements, enhancing VIP experiences, and preventing customer
CRM / Back Office Tableau
churn.
NetHunt Google Sheets
ClickUp Figma SELECTED IMPACT
VIP Loyalty & Gifting: Designed and launched a personalized VIP birthday
Jira
gifting program targeting approximately 100 eligible players monthly, with
EDUCATION around 50 successfully contacted players receiving individually selected

KYIV AVIATION INSTITUTE 2021-2025 gifts. Seasonal gifting campaigns reached up to 200 VIP players.
(FORMERLY NATIONAL AVIATION UNIVERSITY) Business Performance: Personalized birthday gifting recipients
demonstrated a 30% increase in NGR and a 25% improvement in retention,
Bachelor’s Degree in International comparing the three months before and after receiving their gifts.
Law
CRM & Lifecycle Optimization: Developed customer profiling,
Additional diploma qualification:
Translation Assistant segmentation, tagging, and CRM automation workflows supporting over
5,000 VIP players, including retention, reactivation, and churn prevention
LANGUAGES initiatives.
Customer Research & Product Improvements: Initiated recurring Voice of
Ukrainian
Customer research involving over 4,000 player responses per initiative,
English B2
generating insights that contributed to new loyalty mechanics, bonus
Russian policy updates, and VIP experience improvements.

PROFESSIONAL EXPERIENCE
VIP Personalization / CRM & Gifting Specialist | Gorilla | Licensed online casino | Ukraine | Apr 2025 – Oct 2026

Independently develop VIP loyalty concepts and reward mechanics, including personalized birthday gifting, VIP
status anniversaries, Silver/Gold upgrades, and seasonal campaigns. Conduct competitor research, define target
segments, prepare budget proposals, present initiatives to senior management, and coordinate approved
launches across VIP, Brand, Delivery, and Quality teams.

Design and configure CRM campaigns, customer segments, triggers, tags, fields, and supported automations to improve
VIP lifecycle management, retention, reactivation, and churn prevention. Define requirements for complex customer
journeys implemented by CRM specialists.
Develop Pre-VIP engagement and conversion initiatives, including campaign concepts, customer segmentation, CRM
automations, and communication workflows to support progression into VIP status.
Establish VIP customer profiling and personalization processes covering over 5,000 players, capturing preferences,
interests, and lifestyle insights to support tailored engagement.
Lead recurring Voice of Customer research initiatives, from survey design and execution to analyzing over 4,000 player
responses. Translate customer insights into actionable recommendations presented to the Head of VIP, contributing to
the implementation of new loyalty mechanics, bonus policy improvements, and operational process enhancements.
Define NGR and retention reporting requirements, collaborate with the Analytics team, and use performance insights to
refine VIP loyalty initiatives and identify improvement opportunities.
Engage directly with VIP players at exclusive private events and major public events across multiple cities, strengthening
customer relationships and gathering first-hand insights into player preferences and expectations.
Design and document end-to-end workflows, operational procedures, and cross-functional processes in ClickUp and
Confluence to improve coordination and streamline VIP managers' daily operations.

EARLIER EXPERIENCE
Senior VIP Manager | Gorilla | Licensed online casino | Ukraine | Nov 2024 – Mar 2025
• Managed VIP player relationships, focusing on personalized service, retention, and loyalty.
• Designed VIP bonus mechanics, defined conditions and target segments (Bronze, Silver, Gold), and coordinated
implementation with the Head of VIP and CRM team.
• Supported onboarding and training of new VIP Managers
VIP Manager | First | Licensed online casino | Ukraine | Jul 2023 – Oct 2024
• Managed VIP player relationships, identified individual customer needs, and supported engagement and retention through
personalized communication.
• Engaged with VIP players in person at exclusive VIP gatherings and public events across different cities, strengthening
customer relationships and enhancing the offline VIP experience.
Customer Support Agent | First | Licensed online casino | Ukraine | Apr 2023 – Jun 2023
• Resolved customer inquiries, provided player support, and developed foundational knowledge of iGaming operations and
customer service.

CORE COMPETENCIES
LOYALTY & PRODUCT DEVELOPMENT
VIP Loyalty Program Development | Reward & Bonus Mechanics | Competitor Research | VIP Lifecycle Management | Loyalty
Budget Planning | Initiative Development & Launch
CRM & RETENTION
CRM Campaign Management | Customer Segmentation | CRM Automation | Retention & Reactivation | Churn Prevention | Pre-
VIP Engagement | Customer Journey Planning & Coordination
CUSTOMER RESEARCH & INSIGHTS
Voice of Customer (VoC) | Survey Design | Customer Feedback Analysis | Customer Needs & Pain Points | Product
Improvement Proposals | NGR & Retention Performance Evaluation
PROJECT & EXPERIENCE MANAGEMENT
Cross-functional Project Coordination | Stakeholder Management | VIP Event Engagement | Workflow Design | Process
Optimization | Operational Documentation
iGAMING COMPLIANCE
Responsible Gambling Procedures | VIP Compliance Awareness