Associate VIP Account Manager

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

Job summary

Punt is seeking an Associate VIP Account Manager to own and manage a dedicated book of VIP accounts in Vancouver, delivering premium, white-glove service to high-value players. This on-site role emphasizes daily client interaction and proactive communication to drive growth and retention.

You will handle outbound outreach, personalized campaigns, and collaboration with CRM to maximize engagement, while adhering to responsible gaming standards and policies.

Qualifications

• Bachelor's degree or equivalent in a customer-facing role.
• 1+ year in sales, account management or high-touch customer service with premium clients.

Responsibilities

• Manage and grow a VIP book of accounts to increase value and retention.
• Maintain a high-volume outreach cadence (min 20 calls, 50+ texts daily).
• Build genuine relationships with VIP players through personalized communication.
• Develop and execute targeted outreach using player behavior and performance data.
• Promote campaigns with CRM partner to drive engagement and value.
• Monitor activity to identify reactivation, upsell, and retention opportunities.
• Suggest tailored offers and premium experiences for VIPs.
• Provide after-hours support as needed to maintain relationships.
• Represent brand at exclusive events and host VIP experiences.
• Adhere to VIP policies, responsible gaming standards and regulations.

Skills

Customer relationships

Excellent communication

Analytical thinking

High-touch service mindset

Education

Bachelor's degree or equivalent

Tools

CRM software

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