VIP Account Manager

Punt; Vancouver; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading gaming company in Vancouver is seeking a VIP Account Manager to enhance relationships with high-value players. The role involves personalized communication, driving engagement, and executing targeted promotions. Candidates should have over 3 years of experience in VIP management or customer service, preferably within gaming, and must be available for evenings and weekends. This position requires strong analytical and organizational skills, as well as proficiency in CRM tools.

Qualifications

• 3+ years of experience in VIP account management or related role in gaming or hospitality.
• Customer-first mindset with strong relationship-building skills.
• Experience in online gaming is preferred.

Responsibilities

• Manage relationships with high-value players to enhance satisfaction and loyalty.
• Design and execute promotions tailored to player preferences.
• Monitor player activity and analyze trends.

Skills

Relationship-building

Analytical skills

Customer service

Multi-tasking

Attention to detail

Tools

CRM tools

Player tracking systems

Job description

As a VIP Account Manager, you will be responsible for managing relationships with high-value players .. Your role is to enhance engagement, satisfaction, and loyalty by providing a personalized and premium experience for VIP players. This includes proactive outreach, exclusive promotions, and exceptional service to maximize player retention and lifetime value. The role may require availability during evenings and weekends based on business needs. This role is fully onsite with no potential for remote work.

What You’ll Do

• Develop and maintain strong, trusted relationships with VIP players to drive engagement and long-term loyalty.
• Serve as a dedicated point of contact for high-value players, ensuring personalized and timely communication via email, chat, phone, and social platforms.
• Design and execute VIP promotions, offers, and engagement strategies tailored to player preferences.
• Monitor player activity, analyze trends, and identify opportunities to enhance the VIP experience.
• Work cross-functionally with Marketing, CRM, and Product teams to align VIP initiatives with broader business goals.
• Plan and coordinate exclusive VIP events (virtual and in-app) to reward and engage top players.
• Collect and relay player feedback to inform product improvements and promotional strategies.
• Ensure compliance with responsible gaming policies and company guidelines.
• Maintain accurate records of player interactions, preferences, and engagement history.

What You’ll Bring

• 3+ years of experience in VIP account management, customer service, or a related role in gaming, hospitality, or entertainment.
• A customer-first mindset with strong relationship-building and communication skills.
• Experience in social casino, iGaming, or online gaming preferred.
• Strong analytical skills to assess player behavior, trends, and engagement data.
• Ability to multi-task in a fast-paced, dynamic environment.
• High level of organization and attention to detail.
• Proficiency in CRM tools and player tracking systems.
• Knowledge of maintaining a promotional budget and comfortable with customer reinvestment guidelines.
• Comfortable working non-traditional hours, including evenings and weekends, to support player needs.