Manager, VIP Business Development

PointsBet Canada; Toronto; On-site; CAD 85,000 - 110,000; Full time

Job summary

PointsBet Canada is seeking a full-time Manager, VIP Business Development to join the VIP team. You will onboard and acquire high-value players, deliver timely support for Sportsbook and Casino products, and report to the Senior VIP Account Manager.

You will build loyalty, resolve inquiries, and uphold PointsBet's standards of excellence and responsible gaming. You will own new VIP business development, manage account inquiries, support gameplay questions, and collaborate with cross-functional

Qualifications

• 3+ years of experience in sales, business development, customer service and/or iGaming roles.
• Strong written and verbal communication skills with the ability to explain complex information clearly and calmly.

Responsibilities

• Generate new VIP business through prospecting and outreach.
• Manage 1-to-1 customer inquiries and support across Sportsbook and Casino products.
• Deliver a consistent, empathetic VIP experience and advocate for customer needs.
• Ensure compliance with Alberta and Ontario iGaming market policies and quality standards.

Skills

Sales & BD experience

Customer service experience

Communication skills

Job description

We're seeking a Full-Time Manager, VIP Business Development to join the VIP team at PointsBet Canada. This role puts the customer at the centre of everything we do - delivering timely, accurate, and friendly support across our Sportsbook and Casino products. You'll be on the front line of onboarding and acquiring new high-value players while reporting to the Senior VIP Account Manager. Along with generating new business, you will help resolve inquiries, support gameplay questions, building loyalty with valuable clientele, and ensuring every interaction reflects PointsBet's commitment to excellence, fairness, and responsible gaming.

ABOUT POINTSBET

PointsBet was originally founded in the sports wagering market of Australia. It has quickly become one of the fastest growing and most dynamic sportsbook and iGaming companies in the world. Since the launch of the regulated gaming market in Ontario, PointsBet Canada has been at the forefront of the industry with its leading sports betting products and casino experience, offering best-in-class entertainment with unmatched customer satisfaction.

We provide an opportunity for our people to work in an environment that is rewarding, fun, and challenging. Our proprietary sportsbook platform and our commitment to an in-house approach power unrivalled innovation and personalized experiences that our customers cannot get anywhere else.

Our partnerships with leading sports organizations, teams, and leagues provide both our customers and team members with the opportunity to experience first‑hand the thrill of an overtime goal and a buzzer beater!

• Commercial Partner of the Toronto Maple Leafs, Toronto Raptors, Toronto FC, and Toronto Argonauts
• Commercial Partner of ClubLink Canada
• Authorized Betting Operator of the National Basketball Association (NBA)
• Authorized Betting Operator of the Women’s National Basketball Association (WNBA)

There is no greater time than now to join the PointsBet Sportsbook and Casino team

You are dedicated to delivering exceptional customer experiences and supporting your teammates. You take pride in being reliable, detail-oriented, and customer-focused, even in fast-paced or high-volume environments. You value clear communication, fairness, and integrity, and you have a genuine interest in sports, online gaming, and gambling as a form of entertainment.

WHAT YOU WILL OWN

Generate New VIP Business

• Prospect and build a book of business with consistent and meaningful outreach, including driving acquisitions for the PointsBet VIP program.
• Maintain communication with players via calls, emails and text messages to communicate promotions and features to foster long‑term loyalty.
• Plan and drive campaigns and/or events to drive first time bettors in Alberta, while maintaining end-to-end accountability for partner and VIP satisfaction and overall delivery experience.
• Prepare, track and report on monthly and quarterly execution plans.
• Monitor and report on competitive activities to ensure the VIP program is proactively and positively perceived versus competitor activity.

Daily Account Management

• Provide 1 to 1 support to valuable customers with account inquiries, gameplay questions, payments, promotions, and technical issues across Sportsbook and Casino products via SMS, email, phone, and other support channels.
• Deliver against company responsible gaming protocols, ensuring that player safety is at the forefront of all interactions with players and any other tasks assigned by the Senior VIP Account Manager.

Unrivalled VIP Experience & Advocacy

• Deliver a consistent positive and empathetic customer experience that reflects PointsBet's brand and values.
• Identify customer pain points and elevate trends, recurring issues, or feedback to internal teams for continuous improvement.
• Support responsible gaming initiatives by recognizing risk indicators and following escalation protocols when required.

Compliance & Quality Assurance

• Adhere to all internal policies, procedures, and regulatory requirements within the Alberta & Ontario iGaming markets.
• Meet individual and team performance metrics, including quality standards, deliverables, & KPI's benchmarks
• Work closely with Customer Service Agents, Payments, Trading, Marketing, VIP, and Operations teams to ensure seamless customer support.
• Manage multiple inquiries simultaneously while maintaining attention to detail and service quality.
• Demonstrate flexibility to work evenings, weekends, and peak sports periods as required while also travelling throughout Alberta to generate new business.

WHAT YOU BRING

Experience & Skills

• 3+ years of previous experiences in either sales, business development, customer service, and/or iGaming roles.
• Strong written and verbal communication skills with the ability to explain complex information clearly and calmly.

Customer-Focused Mindset

• Empathetic, patient, and solutions-oriented approach to customer support.
• Ability to remain professional and composed when handling escalations or high‑pressure situations.
• Strong attention to detail and commitment to accuracy.

Work Style & Reliability

• Self‑motivated, dependable, and able to work independently while contributing to a team environment.
• Strong time management skills with the ability to handle multiple tasks and deadlines.
• Willingness to work flexible, non‑traditional hours, including evenings, weekends, and major sporting events.

WHY JOIN US?

PointsBet Canada is dedicated to a high‑performance culture and ensuring our employees are set up to deliver their best. We offer a fun, dynamic work environment where emphasis is placed on our most important asset: our people. If you are driven and searching for a new opportunity that values people, creativity, opportunity, results, and a commitment to excellence, then this is where you want to be!

PointsBet Canada views responsible gambling as an ethical responsibility and an important part of a sustainable business model. We're proud to be recognized as a socially responsible operator committed to integrating responsible gambling resources and tools throughout the entire player journey.

PointsBet Canada is an equal opportunity employer, committed to inclusion and diversity. PointsBet Canada does not discriminate based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other basis forbidden under federal, provincial, or municipal law.

Accommodations are available on request for candidates taking part in all aspects of the recruitment process. If you require accommodation, or require recruitment documents in an alternative format, please contact us at can‑hr [at] pointsbet [dot] com.

COMPENSATION

ARTIFICIAL INTELLIGENCE DISCLOSURE

PointsBet Canada uses artificial intelligence-enabled tools as part of its recruitment and hiring process. These tools may be used to support activities such as application screening, resume review, and process efficiency. All hiring decisions are made by human reviewers.

VACANCY POSITION

This role is being filled to support the Launch of PointsBet Sportsbook & Casino within Alberta. This position will be critical to PointsBet in order to hit company-wide growth targets in the years to come.