Senior VIP Manager (Ontario)

We are seeking for a Senior VIP Manager (Ontario) to join our team 🌟

We could go on and on about our dedication and passion for online gaming, our decades of experience in the online casino business, we could tell you about how trustworthy we are, our reputation is spotless, that you'll feel safe and challenged with us. Then again, trust is something earned and we'll show ourselves to be worthy of your trust.

So go on then! See how you can roll with us! 👇

Role Description

The Senior VIP Manager is responsible for cultivating and maintaining strong relationships with the most valuable players to ensure their long-term satisfaction and loyalty. The senior manager role requires a focus on delivering highly personalized service, including exclusive promotions and proactive support tailored to each player's needs. 

🚀 This is an exciting opportunity to help shape the VIP experience for a new iGaming casino launching in Ontario. This is a remote role; however, candidates must be based in Ontario and open to frequent travel for in-person events and player engagement.

Candidate Sourcing:

• Actively source and identify potential top-level players from the existing player database and other channels.

• Develop and execute strategies to convert high-potential players into the VIP program.

Relationship Management & Retention:

• Serve as the primary point of contact for a portfolio of VIP players, building strong personal relationships.

• Provide dedicated support and act as a liaison for player needs, including technical issues, payment queries, and game-related questions.

• Proactively engage with VIP players through various communication channels (phone, email, messaging apps) to ensure satisfaction and loyalty.

Program Management & Development:

• Monitor VIP player activity, performance, and behavior to identify churn risks and opportunities for growth.

• Develop and implement exclusive VIP bonuses, promotions, events, and rewards tailored to individual player preferences.

• Collaborate with the Marketing and Casino Operations teams to create exclusive content and experiences for the VIP segment.

Reporting & Analysis:

• Provide regular updates and insights to senior management on the performance of VIPs and market trends.

• Track and report on key VIP metrics.

You’ll need to have:

• 3+ years of experience in VIP account management, customer success or player support in the iGaming industry.

• Exceptional interpersonal and communication skills, with a strong ability to build rapport and trust.

• Negotiation and problem-solving skills for handling escalations or disputes.

• Understanding of responsible gambling frameworks and regulatory compliance.

• Flexibility for non-standard working hours (to accommodate player activity patterns).

• A strong personal commitment to ethical conduct and integrity.

Nice to have:

• Experience with data and customer segmentation strategies and processes.

• Ability to analyze user data to identify high-value trends, behaviors, and potential risks.

What We Offer: 🎁

• Monthly allowance of €180 to support lunches

• Lyra Wellbeing - access to our mental health support app

• Equipment reimbursement (laptop, chair, headset) so you can work comfortably anywhere

• Flexible work options – remote days and flexible hours

• Work from anywhere – spend up to 2–3 months a year working abroad

• Team events & get-together – building culture and fun across our teams

Don't meet every requirement? No worries! We encourage you to apply, as you might be the right candidate for other roles.