VIP Account Manager - Ontario

Triskel Consulting; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading consultant in online entertainment is seeking a VIP Account Manager in Toronto to nurture high-value players. This position involves developing personalized relationships, addressing players' inquiries, and ensuring top-tier customer support. Candidates should have a Bachelor's degree and strong experience in the iGaming industry, particularly in managing VIP players. Flexibility for evening and weekend shifts is required. Join a dynamic team that focuses on delivering exceptional experiences to VIP clients.

Qualifications

• Demonstrated expertise in the iGaming industry, especially in VIP player management.
• Outstanding communication and interpersonal skills.
• Flexibility in work hours, including evenings and weekends.

Responsibilities

• Develop and maintain personalized relationships with high-value players.
• Serve as the main point of contact for VIP player inquiries and requests.
• Provide customized support and manage player transactions.

Skills

Communication skills

Customer service

Analytical skills

Interpersonal skills

Problem-solving

Education

Bachelor's degree in a related field

Tools

Customer relationship management (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 last 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 within Real Casino environment.
• Profound understanding of your country iGaming market, along with in-depth knowledge of player preferences.
• Outstanding communication and interpersonal skills.
• Great communication skills in English.
• A customer-centric mindset with a firm commitment to delivering top-tier customer service.
• 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.
• Able to work on B2Bbases initially and from the office once open (around November)
• Availability to work on shifts Monday to Sunday until 2,00am (night shifts and weekends are worked from home)