Remote VIP Manager (Canada)

Bilinguallink; Dieppe; Hybrid; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Quarterly performance bonus

Wellness allowance

Referral bonus

Flexible working hours

Great culture

Job summary

Rhino Entertainment seeks a customer-focused VIP Manager to engage Canadian players, reactivate lapsed accounts and drive revenue through tailored communications.

Reporting to the Country Manager – Canada, you’ll nurture high-value relationships, coordinate VIP events, and ensure compliant, responsible gambling practices while collaborating across VIP, Compliance, Payments and CRM teams.

Qualifications

• Fluent English required across English and French channels.
• French ability would be an asset in some interactions.
• Excellent verbal and written communication across phone, email and chat.
• Prior VIP Account Manager or similar customer-facing experience preferred.
• Solid understanding of Casino markets and Canadian sports landscape.
• Strong analytical and problem-solving skills are essential.

Responsibilities

• Provide personalised support to VIP players in English and French across multi-channel communication.
• Build relationships with high-value customers and deliver exceptional service.
• Grow the VIP portfolio from potential players to active VIPs in Canada.
• Make outbound calls to VIP prospects with weekly engagement targets.
• Manage daily tasks such as email replies, birthdays, withdrawals, and Source of Funds requests.
• Plan and execute VIP events and experiences.
• Collaborate with VIP, Compliance, Payments, CRM and Operations teams to resolve complex issues.
• Analyse player behaviour to generate insights and strategic reports.
• Act as Rhino Entertainment brand ambassador with a player-first mindset.
• Ensure compliance with internal policies and external regulations.
• Manage ad hoc tasks and reporting as required, with flexibility for entertainment timings.

Skills

Fluent English

French beneficial

Excellent communication

VIP management experience

Casino knowledge

Canadian sports market knowledge

Analytical thinking

Problem solving

Job description

Rhino Entertainment is looking for a highly motivated, customer-focused VIP Manager to join our team and support the Canadian market. In this role, your main focus will be proactive outreach and player engagement, using sales-driven tactics to reactivate lapsed players, retain high-value customers, and drive revenue growth through personalised communication.

Reporting directly to the Country Manager – Canada, you will support our key accounts, build meaningful relationships and deliver tailored VIP experiences. With a strong focus on customer engagement, you’ll be aware of everything relating to your customers’ experience, pitch new promotions, support the planning and execution of VIP events and re-engage customers in a professional, compliant, and responsible manner.

What your role will look like:

• Provide personalised support to VIP players in English and French across multiple communication channels, including phone, WhatsApp, chat, and email
• Build relationships with high-value customers by providing exceptional customer service
• Building up the VIP portfolio from potential VIP players, into VIP players within the Canadian markets
• Make outbound calls to potential VIP and VIP players with weekly engagement targets
• Manage daily tasks, including inbound email replies, customer birthdays, withdrawals, and Source of Funds requests
• Planning and execution of VIP events and experiences
• Collaborate with internal teams (VIP, Compliance, Payments, CRM, Operations/CS) to ensure smooth resolution of complex issues
• Analyse player behaviour and trends to produce insights and strategic reports
• Act as a brand ambassador upholding Rhino Entertainment’s values and delivering top-tier service with a player-first mindset
• Ensure compliance with internal policies and external regulations, balancing customer care with responsible gambling practices
• Manage ad hoc tasks and reporting as required by the business
• This isn’t your classic nine-to-five—our VIPs play when the rest-of-the-world’s winding down. We need someone who’s cool with a bit of schedule shuffle and gets that entertainment doesn’t clock out.

This role requires working on an Eastern Standard Time Zone (10:00–18:00hrs) ,

• Fluency in English
• An understanding of French (spoken and written) would be considered an asset
• Excellent communication skills across phone, email, and chat
• Previous experience as a VIP Account Manager or in a similar customer-facing role would be preferred, but not mandatory
• A solid understanding of both Casino and Canadian sports markets
• Strong analytical and problem-solving skills

  Working for Rhino includes plenty of perks.

  What we offer:

  • Competitive salary based on your knowledge & experience
  • Quarterly performance bonus split on personal objectives and company performance
  • Yearly Wellness & Mindfulness allowance to support an active lifestyle
  • Diverse, dynamic, fun environment with happy and helpful colleagues
  • Learning & Development opportunities to invest in your personal development
  • Paid time off, including extra days for special life events
  • Form an active part of our talent acquisition, with our Referral Bonus
  • And to top it off, a great culture!

  Join us at Rhino Entertainment and unleash your full potential in a vibrant and rewarding career!

  Our Story

  Rhino Entertainment Group is a fast-growing online gaming operator that was founded in 2020. Winner of the EGR Rising Operator of the Year Award 2023 and iGaming Idol Employer of The Year Award 2023 and is a company which operates a multi-brand strategy. Rhino group is committed to providing its players with the best possible gaming experience supported by a cutting-edge gaming platform.

  Our Culture

  “We are a community of passionate, committed, driven and fun-loving people who are united by a shared mission to deliver world-class entertainment to our players in a vibrant and dynamic environment. Our culture identity is rooted in our curiosity, our sense of community and unwavering drive for success. We cherish each person’s unique qualities and contributions, and we encourage our team members to take ownership, think creatively, find solutions and enjoy the process of achieving our goals!”

  DEIB

  We are proud to have so many diverse backgrounds, cultures, perspectives, and ideas represented within our Rhino community, which fuels an authentic workplace and a strong sense of belonging. This broad spectrum helps us achieve a supportive working environment where everyone can make the best use of their skills, free from discrimination or harassment. Diversity goes hand in hand with promoting equal opportunities for all current and future employees and at Rhino, we are committed to ensure fairness in our recruitment process.

  How We Work

  At Rhino we very much believe in supporting flexible working arrangements! By blending working from our vibrant offices and using the latest tech to work from home, through our Hybrid Working environment, we firmly believe that we can create an effective, balanced, and collaborative working experience to help us achieve our goals!