VIP Client Services Manager

FanDuel; Edmonton; On-site; CAD 97,000 - 121,000; Full time

Benefits offered by this job

Extended medical

Vision and dental coverage

Life insurance

Disability insurance

Retirement program

Paid holidays

Sick time

Stock program participation

Job summary

FanDuel is seeking a VIP Manager to oversee key high-value clients and coach a small team of VIP Account Managers. The role blends strategic client relationships with hands-on leadership in a customer-facing gaming environment.

You will manage portfolios, deliver tailored rewards, and ensure responsible gaming and compliance across activities while collaborating with internal FanDuel teams to enhance the overall customer experience.

Qualifications

• Minimum of 4 years in high-end customer service field preferred.
• Experience managing a team preferred.
• Excellent verbal and written communication skills.
• High level hospitality experience preferred.
• Knowledge of online gaming industry essential.
• People management experience preferred.
• Knowledge of sports and/or experience working within a heavily regulated industry is a plus.
• Passionate about providing top level service.
• Confident and people focused personality.
• Excellent analytical skills and experience with Excel.
• Strives to meet targets and deadlines.
• Excellent organizational and planning skills.
• Understanding of Marketing processes preferred.
• Willing and able to work non-traditional business hours.

Responsibilities

• Manage and retain a portfolio of High Value Players.
• Provide an enhanced proactive one stop service to encourage loyalty.
• Keep responsible gaming and Compliance at the heart of all we do.
• Develop relationships and offer tailored rewards through regular correspondence.
• Work alongside other FanDuel departments to increase customer experience.
• Meet pre-determined productivity, quality, and Service Level Agreement targets.
• Ensure that bonuses, gifts, and hospitality invitations are offered in accordance with business requirements.
• Meet and host VIPs at Hospitality events.
• Deliver against company responsible gaming protocols.
• Manage, mentor and develop a team of VIP Account Managers to provide the above.

Skills

High end customer service

Team leadership

Verbal communication

Written communication

Hospitality experience

Online gaming knowledge

People management

Target driven

Organizational skills

Marketing processes

Non-traditional hours

Tools

Excel

Job description

FanDuel is seeking a VIP Manager to oversee key high-value clients and coach a small team of VIP Account Managers. The role blends strategic client relationships with hands-on leadership in a customer-facing gaming environment.

You will manage portfolios, deliver tailored rewards, and ensure responsible gaming and compliance across activities while collaborating with internal FanDuel teams to enhance the overall customer experience.