VIP Account Manager - Ontario

Triskel Consulting; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading international company is seeking a VIP Account Manager in Toronto to nurture high-value players within their market. The role emphasizes building strong relationships, providing excellent customer service, and tailoring experiences to ensure VIP player satisfaction. Ideal candidates will have a Bachelor's degree and expertise in the iGaming sector, along with excellent communication skills. Flexibility in working hours is required as the position may involve night shifts. This opportunity offers a chance to work from home initially and return to the office once it reopens.

Qualifications

• Expertise in the iGaming industry focusing on VIP player management.
• Deep understanding of the Canadian iGaming market and player preferences.
• Ability to work both independently and as part of a team.

Responsibilities

• Develop personalized relationships with high-value players.
• Serve as the main contact for VIP players, addressing inquiries promptly.
• Provide customized support, managing deposits/withdrawals and resolving issues.
• Monitor player activity and deliver tailored promotions to enhance engagement.
• Collaborate with marketing for targeted campaigns for VIP players.
• Handle complaints and disputes efficiently.
• Report performance of VIP players with recommendations for improvement.

Skills

Outstanding communication and interpersonal skills

Customer-centric mindset

Strong analytical capabilities

Proficiency in CRM tools

Flexibility in working hours

Education

Bachelor's degree in a related field or equivalent work experience

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)