VIP Account Manager (Alberta based)

Entain; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading global gaming company is seeking a VIP Account Manager to build and manage relationships with high-value customers. The ideal candidate has 1-3 years of experience in a customer-centric role, possesses strong communication skills, and is focused on delivering exceptional service. Responsibilities include relationship building, issue resolution, and performance reporting. This role is based in the Edmonton area but could consider other Alberta locations.

Qualifications

• Minimum of 1-3 years managing VIPs in a customer-centric environment.
• Native English speaker with strong relationship management skills.
• Experience in hosting VIP events preferred.

Responsibilities

• Build personalized relationships with VIP players.
• Conduct customer analysis and resolve any disputes.
• Ensure compliance with responsible gaming guidelines.

Skills

Customer relationship management

Analytical thinking

Communication skills

Problem-solving

Event hosting

Job description

Overview

Job Description

Edmonton area residency preferred (other Alberta locations may be considered for the right candidate).

As a VIP Account Manager, you will be responsible for building a personal relationship with selected customers who have already passed the sustainability and RG risk criteria. The customer should feel comfortable with discussing any issue with you, including but not limited to responsible gaming, bonuses, revenue and source of funds. In addition, the role will provide hosted customers with an end-to-end service from issue resolution, bonus, relationship and hospitality management.

The aim is for the VIP Account Manager to become the main point of contact between the company and the customer. This will involve a mixture of social responsibility and responsible gaming, adherence to the Code of Conduct and revenue growth by maximizing the share of the players gambling wallet against competitors.

This role will need relationships to be built via telephone, email, chat and meeting customers personally through events and one-to-one meetings. You will also act as the first, and preferably the only point of escalation for any of your portfolio’s customers.

What you will do

• Build a proactive and personalized relationship with allocated players
• Ensure regulatory requests can be completed when required
• Partake in the strategic ambition of the account management team to drive growth and revenue to ultimately build loyalty to the brand
• Conduct all responsible gambling and AML interactions with account customers where possible
• Identify potential new account customers via daily business analysis and reporting
• Handle / resolve customer issues / dispute resolutions ensuring the customer feels value
• Work as an integral part of the account management team to influence player activity with a view to maximize retention
• Ensure that clear communications into and out of the team to ensure we deliver a leading service to our customers and relevant feedback to the product and marketing teams
• Coordinating with the hospitality team for the organization of events and to optimize the hospitality experience – attend these events with your customers
• Provide the business stakeholders with accurate reporting on performance, Responsible Gambling and growth of the account customer base
• Ensure the spirit of the Code of Conduct is followed and adhered to in all interactions with our customers

Qualifications

Mandatory requirements

• Edmonton area resident (preferred but not required).
• Minimum of 1-3 years of experience managing VIPs in an online gaming or similar customer-centric environment, with a proven track record of managing high-value accounts.
• Applicants from other industries with a commercial background are also welcome to apply
• Native English speaker
• Proven track record of customer revenue analysis and reporting
• Outstanding personal relationship management skills
• Ability to work in a self-contained / independent environment knowing when to escalate and when to make your own decisions.
• You will have a high interest and good all-around knowledge of licensed online gaming in both sports and casino
• Communicate over phone, email and in person in a clear and engaging professional manner
• Experience in hosting VIP events (preferred)

Additional Information

Ethics & Integrity :

• Adheres to the highest standards of business ethics and compliance, always acting in the best interests of the players and the company.

Leadership :

• Demonstrates strong leadership, with the ability to inspire, motivate, and develop a team to reach its full potential.

Player-Centric Mindset :

• Highly focused on delivering exceptional service to high-value players, ensuring their needs and preferences are met proactively.

Analytical Thinking :

• Capable of evaluating data, identifying trends, and making informed decisions to continuously improve VIP services.

Adaptability & Problem Solving :

• Able to navigate complex challenges and adapt quickly to changing market or player needs, ensuring smooth operation of VIP activities.

Resilience Under Pressure :

• Maintains calm under pressure, handling escalations or difficult situations with professionalism and poise.

At Entain, we do what’s right. It’s one of our core values and that’s why we’re taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.