VIP Manager
- Canada
- Permanent
- Full-time
- Manage, mentor, and develop a high-performing team of VIP Hosts, ensuring consistent and high-quality service to VIP customers.
- Set individual and team KPIs focused on player engagement, satisfaction and retention metrics.
- Create a culture of accountability, performance, and customer excellence.
- Oversee the daily execution of proactive outreach and tailored experiences for high-value sports betting and casino players.
- Collaborate with the Business Intelligence and CRM teams to design and implement campaigns and offers that cater to different player DNAs.
- Ensure timely resolution of escalated issues and facilitate top-tier support experiences.
- Monitor player behaviour to spot trends, risks, and high-value opportunities across all products.
- Ensure all host activities are compliant with internal policies.
- Help define and refine VIP segmentation and tiering models in collaboration with analytics and CRM.
- Deliver weekly and monthly reports on host performance, player activity, retention, and revenue impact.
- Analyse player-level data to collaborate with the wider team in developing outreach strategies and maximize ROI.
- Use insights to improve service quality and inform product, marketing, and promotional strategies.
- 3+ years in a VIP or high-value customer management role, with at least 1 year in a leadership capacity.
- Demonstrated success managing VIP relationships in sports betting and/or online casino environments.
- Solid understanding of both sportsbook and casino player behaviours, lifecycles, and motivations.
- Excellent leadership, coaching, and interpersonal skills.
- Strong commercial awareness and a player-first mindset.
- Comfortable interpreting player data and KPIs to drive decisions.
- Strong conflict resolution and communication skills.
- Proficiency with CRM systems and player management tools.
- Skilled in Excel/Google Sheets, with a basic understanding of data analysis and reporting platforms (e.g., Tableau, Power BI).
- Familiarity with customer segmentation, lifecycle campaigns, and bonus mechanics (especially in gaming).