Associate VIP Account Manager

Punt; Vancouver; On-site; CAD 65,000 - 90,000; Full time

Job summary

Punt in Vancouver, BC is seeking an Associate VIP Account Manager to own a dedicated book of high-value players, driving growth, engagement, and retention through premium, white-glove service.

This on-site role focuses on outbound outreach, relationship building, and data‑driven strategies. Travel for VIP events may be required to deliver exceptional experiences.

Qualifications

• Bachelor's Degree in Business, Marketing, Communications or equivalent experience in a customer-facing role.
• At least 1 year in sales, account management, or high-touch customer service for premium clients.

Responsibilities

• Manage and grow an assigned VIP account book with focus on value and retention
• Maintain a high-volume outreach cadence: 20 calls and 50+ texts daily
• Build lasting relationships through personalized, proactive communication
• Develop outreach strategies based on player behavior and performance data
• Promote campaigns with CRM team to drive engagement and value
• Monitor activity and identify reactivation and upsell opportunities
• Suggest tailored offers and premium experiences along the VIP journey
• Provide after-hours support via call/text to sustain relationships
• Represent the brand at exclusive events and travel as needed
• Adhere to VIP policies and responsible gaming standards

Skills

Relationship building

Communication

Outbound calling

Customer service

Data analysis

High-touch service

CRM usage

Education

Bachelor's degree in Business/Marketing/Communications

Tools

CRM

Job description

We are seeking a motivated and relationship-driven Associate VIP Account Manager to join our VIP team. In this role, you are an individual contributor, and own and manage a dedicated book of business, building meaningful relationships with high-value players to drive account growth, engagement, and long-term retention. This is a high-touch, communication-heavy position ideal for someone who thrives on daily client interaction and takes pride in delivering a premium customer experience.

This role will be on-site in our office in Vancouver, BC.

Key Responsibilities

• Manage and grow an assigned book of VIP accounts with a focus on increasing account value and player retention
• Maintain a high-volume outreach cadence, including a minimum of 20 outbound calls and 50+ text contacts per day
• Build genuine, lasting relationships with VIP players through personalized, proactive communication
• Develop and execute personalized outreach strategies based on player behaviour, preferences, and performance data
• Execute and promote marketing campaigns and promotions to your book of business, partnering closely with the CRM team to activate campaigns, drive engagement, and maximize account value
• Monitor player activity and performance trends, identifying opportunities for reactivation, upsell, and retention
• Proactively enhance the VIP journey by recommending tailored offers, incentives, and premium experiences
• Provide occasional after-hours support via call/text to maintain strong client relationships
• Represent our brand at exclusive customer events and travel as needed to host and support VIP events, delivering white-glove experiences for top players
• Execute all VIP policies and guidelines, including responsible gaming standards and regulatory requirements

Qualifications and Experience

• Bachelor's Degree in Business, Marketing, Communications, or a related field, or equivalent professional experience in a customer-facing role
• At least 1 year of experience in sales, account management, or a high-touch customer service environment supporting premium or high-value clients

What We're Looking For

• A proactive, ownership-driven mindset with the ability to thrive in a fast-paced, performance-focused environment
• Excellent interpersonal and communication skills with the ability to build trust through authentic engagement
• Strong analytical skills with the ability to interpret player data, behavioral trends, and performance metrics to guide outreach strategies
• A genuine passion for delivering premium, white-glove customer experiences
• Comfort with high-volume daily outreach and a busy, communication-heavy workload

Role Requirements

• Flexibility to work nights and weekends to support player events and engagement initiatives
• Willingness to travel as needed for VIP events
• Availability for occasional after-hours client support