VIP Manager (igaming)

TL;DR

VIP Manager (Canada): Proactive outreach and player engagement using sales-driven tactics to reactivate lapsed players, retain high-value customers, and drive revenue growth in Canadian casino and sports markets with an accent on personalised communication and tailored VIP experiences. Focus on building relationships, pitching promotions, planning VIP events, analysing player behaviour, and ensuring compliance with responsible gambling practices.

Location: Ontario, Canada (Remote, Eastern Standard Time Zone 10:00–18:00)

Company

Fast-growing online gaming operator founded in 2020, operating a multi-brand strategy with a cutting-edge gaming platform, winner of EGR Rising Operator of the Year and iGaming Idol Employer of the Year 2023.

What you will do

• Provide personalised support to VIP players in English and French across phone, WhatsApp, chat, and email
• Build relationships with high-value customers and develop the VIP portfolio in Canadian markets
• Make outbound calls to potential and VIP players to meet weekly engagement targets
• Manage daily tasks like inbound emails, customer birthdays, withdrawals, and Source of Funds requests
• Plan and execute VIP events and experiences
• Collaborate with internal teams (VIP, Compliance, Payments, CRM, Operations/CS) to resolve complex issues
• Analyse player behaviour and trends to produce insights and strategic reports
• Act as a brand ambassador upholding company values and responsible gambling practices

Requirements

• Fluency in English
• Understanding of French (spoken and written) as an asset
• Excellent communication skills across phone, email, and chat
• Previous experience as a VIP Account Manager or similar customer-facing role preferred
• Solid understanding of Casino and Canadian sports markets
• Strong analytical and problem-solving skills
• Ability to perform in a fast-paced, high-pressure environment
• Exceptional time management and organisational abilities

Nice to have

• Passion for delivering top-tier customer experiences
• Team-oriented with ability to collaborate across departments
• Energetic, personable, and creative with a positive attitude

Culture & Benefits

• Competitive salary based on knowledge & experience plus quarterly performance bonus
• Yearly Wellness & Mindfulness allowance
• Diverse, dynamic environment with learning & development opportunities
• Paid time off including extra days for special life events
• Referral bonus program
• Hybrid working arrangements blending office and remote