Team Lead - Account Management (12-month FTC)

VGW; Toronto; On-site; CAD 107,000 - 130,000; Full time

Job summary

VGW is seeking a Team Lead - Account Management in Toronto to mentor and guide the team, fostering strategic player development and strong relationships while ensuring retention and compliance with our risk and protection standards.

You will lead initiatives with the leadership team, manage escalations, monitor KPIs, and drive growth across high-value player portfolios on a 12-month fixed-term contract, with a salary range of CAD 107,000 to CAD 130,000 per year.

Qualifications

• 5+ years B2C relationship management experience or 3-5 years in team management.
• Proven ability to build advanced relationships and manage stakeholders.
• Experience using CRM platforms and related tech.

Responsibilities

• Develop strategies to increase player retention using KPIs.
• Oversee portfolio performance and trend analysis for the Account Management team.
• Lead and mentor a high-performing team, managing escalations and drive growth.
• Ensure compliance, risk, AML and responsible social gameplay standards.
• Lead initiatives with the leadership team to drive improvements in the department.

Skills

B2C relationship management

Team management

CRM software

Emotional intelligence

Tools

CRM systems

Job description

Toronto, ON, Canada

Team Lead - Account Management
This role is for a 12 months Fixed Term Contract

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games.

We have an exciting opportunity to join our Account Management team in Toronto and are currently looking for a Team Lead - Account Management to join the team.

The role is responsible for providing mentorship and guidance to team members within the Account Management Team, developing them into a group of strategic player development experts, capable of fostering and sustaining strong relationships. Ensure your team prioritises customer development and retention whilst adhering to our obligations in compliance, risk & player protection spaces.

As a vital part of the leadership team, support initiatives aimed at building and improving the broader Account Management department align team efforts with organisational goals while handling administrative tasks to ensure smooth operations and peak performance.

The salary range for this role is CAD 107,000 to CAD 130,000 per year.

This is an exisiting position within our team.

WHAT YOU'LL DO:

Player Retention

• Utilize KPIs to manage and track portfolio performance for the Account Management team and develop strategies to increase player retention
• Work closely with the department’s centrally created reports in order to identify and articulate trends or opportunities for improvement within your team’s portfolios
• Evaluate the growth and retention performance of player portfolios overseen by teams, identifying areas for improvement and growth opportunities
• Document trends impacting high value player churn or dissatisfaction, providing this insight to the wider business in order to identify and support opportunities for player experience improvements
• Leverage your advanced relationship building capabilities to support your team in making strategic decisions in order to grow and retain our highest value players
• Understand business objectives and player needs to provide strategic solutions and drive growth and retention initiatives
• Establish strong relationships and resolve complex player escalations
• Oversee account closures, ensure accurate reason codes and maintain records of all closed accounts
• Regularly assess reinvestment strategies and player gifting to optimize player retention

Compliance

• Display an advanced understanding of compliance and risk concepts and act as an escalation point for your team for their concerns
• Be aware of risks and look for opportunities to obviate and manage them within the team
• Ensure adherence to compliance standards such as Anti-Fraud, AML and Responsible Social Gameplay
• Identify high-risk cases for further escalations including legal disputes, RSG, AML, MLRO and Anti-Fraud
• Mitigate risks by ensuring player communications are handled in line with internal processes within established timelines
• Ensure chargebacks, RSG and SoW escalations are resolved promptly and effectively

Leadership

• Demonstrate integrity, accountability and professionalism and act as a role model for all team members
• Frequently act as a facilitator and formal team leader in promoting and displaying not only account management strategies but also business model knowledge, compliance rules
• Represent the team to other business units to get results and build relationships with internal shareholders
• Be a part of the collaborative larger Account Management leadership team driving a positive culture within the department and supporting initiatives and projects to drive improvements in the broader department
• Lead and manage key projects, ensuring timely delivery and alignment with business objectives
• Address and resolve conflicts that may arise within the team to foster a collaborative environment

Manage a High Peforming Team

• Cultivate a culture of excellence by monitoring core Key Performance Indicators (KPIs), spearheading regular account management skills enhancement sessions, and providing subject matter training
• Facilitate engaging discussions with your team and their direct reports, focusing on tailored development opportunities to refine their expertise and retain top talent.
• Assume responsibility, by extension, for the experience of all players managed by your direct reports, ensuring a seamless and positive interaction.
• Uphold a consistent standard of performance expectations, fostering accountability within the team, which encompasses regular reviews of team member communications and output.
• Lead, mentor and ongoing development for employees to ensure high performance and employee engagement
• Provide ongoing coaching and training to team members with a focus on delivering exceptional player experiences and achieve growth and retention targets
• Conduct regular meetings and skill sharing sessions with the team to deliberate on account management strategies
• Monitor and evaluate performance of team members, providing timely constructive feedback and recognizing individual achievements
• Offer guidance through challenging situations as they arise within their player portfolios.

WHAT YOU'LL BRING

• 5+ years demonstrated B2C relationship management experience or 3-5 years experience in Team Management.
• Demonstrated effectiveness at advanced level relationships building, B2C advantageous.
• Demonstrated proficiency using various software and technology platforms, including CRM database management experience.
• Demonstrates client focused approach with high level emotional intelligence.
• Ability to understand the implications of actions and make recommendations for solutions.

Others:

Hybrid work set-up: requires two days in the office
Work schedule: Mon to Fri from 9am to 6pm

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games.

Our high-quality, acclaimed brands include Monopoly Match, Chumba Casino, Global Poker and LuckyLand Casino, which are enjoyed by millions of players in North America.

Our Social Plus games are based on a freemium model, meaning they are available to play at no cost, but include optional in-game purchases to enhance gameplay. We also offer sweepstakes promotions where players can collect free entries for the chance to win real-world prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.

Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things.

VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process. Please advise our Talent Acquisition Specialist in advance should accommodation be required. We encourage all qualified applicants to apply, however only those selected for further consideration will be contacted.