VIP Account Manager - Ontario

Triskel Consulting; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

An online entertainment consulting firm is seeking an experienced VIP Account Manager to nurture high-value players in Toronto. Responsibilities include developing personalized relationships, providing exceptional customer service, and customizing support. Candidates should have a bachelor's degree, expertise in the iGaming industry, and outstanding communication skills. This role requires flexibility for night shifts and weekends, offering the opportunity for remote work.

Qualifications

• Experience in the iGaming industry, specifically in VIP player management.
• Proficiency in customer relationship management tools.
• Strong understanding of the local iGaming market.

Responsibilities

• Develop and maintain relationships with high-value players.
• Serve as the main point of contact for VIP players.
• Provide customized support for deposit and withdrawal requests.

Skills

Customer relationship management

Communication skills

Analytical capabilities

Problem-solving skills

Education

Bachelor's degree in a related field

Tools

CRM tools

Job description

Our client, an international player within the online entertainment sector is building a new VIP team and looking for experienced VIP Account Managers for the different markets they operate in. As the VIP Account Manager, you will play a pivotal role in nurturing and managing high-value players within your market. Your primary responsibility will be to deliver exceptional customer service, build lasting relationships, and provide tailored experiences to ensure the loyalty and satisfaction of the VIP players.

Responsibilities

• Develop and maintain strong, personalized relationships with high-value players in your market.
• Serve as the main point of contact for VIP players, promptly addressing their inquiries, concerns, and requests.
• Provide customized support to VIP players, including managing deposit and withdrawal requests, resolving payment issues, and ensuring a seamless gaming experience.
• Gain an in-depth understanding of VIP player preferences and proactively deliver personalized promotions, bonuses, and incentives to maximize player value.
• Continuously monitor and analyze player activity, identifying trends and opportunities to enhance player engagement and retention.
• Collaborate with the marketing team to design targeted campaigns and promotions specifically tailored to VIP players in your region.
• Stay up-to-date with the latest product developments, game features, and promotions to effectively communicate this information to VIP players.
• Handle VIP player complaints and disputes with a focus on fair and efficient resolutions.
• Provide regular reporting on the performance of your VIP players, accompanied by recommendations for improvement to the management team.

Requirements

• Bachelor's degree in a related field or equivalent work experience.
• Demonstrated expertise in the iGaming industry, with a strong emphasis on VIP player management.
• Profound understanding of your country iGaming market, along with in-depth knowledge of player preferences.
• Outstanding communication and interpersonal skills.
• Strong analytical capabilities, with a data-driven approach to decision-making.
• Proficiency in using customer relationship management (CRM) tools and other relevant software.
• Ability to work effectively both independently and as part of a team.
• Flexibility in terms of working hours, as VIP player management may occasionally require evening and weekend availability.
• Exceptional problem-solving skills and the capacity to remain composed under pressure.
• Availability to work on shifts Monday to Sunday until 2,00am (night shifts and weekends are worked from home)

Great communication skills in English.

A customer‑centric mindset with a firm commitment to delivering top‑tier customer service.