VIP Engagement Specialist, iGaming (Calgary-based)

NeoPollard Interactive; Calgary; On-site; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Comprehensive Health, Vision, and Dental Insurance

Generous RRSP Contribution

Paid Parental Leave Program

Quarterly Profit-Sharing Program

Job summary

NeoPollard Interactive is seeking a VIP Engagement Specialist based in Calgary, Alberta. The role involves managing direct relationships with high-value players, ensuring exceptional service and loyalty through personalized engagement and proactive outreach.

The ideal candidate will have 2-4 years of experience in online gaming or similar fields, strong communication skills, and a commitment to responsible gaming. This position offers comprehensive benefits including health insurance, paid vacation, and career development opportunities.

Qualifications

• 2-4 years of experience in online gaming, hospitality, customer success, or a relationship-driven role.
• Strong interpersonal skills to build rapport quickly.
• Ability to manage multiple player relationships simultaneously.

Responsibilities

• Manage a portfolio of VIP and high-value players.
• Host and attend VIP events in Calgary, ensuring memorable player experiences.
• Assist with CRM activities and player-level reporting.

Skills

Interpersonal and communication skills

Analytical mindset

Experience managing high-value customers

Tools

CRM systems

Job description

WHAT YOU WILL DO

We are looking for a VIP Engagement Specialist responsible for managing direct relationships with high‑value players, delivering personalized service that drives loyalty, retention, and long‑term value. This role owns a portfolio of individual player accounts, ensuring each player receives tailored engagement, timely support, and proactive outreach. The VIP Engagement Specialist will also represent the brand at VIP events and host select players at in‑person experiences across Alberta—primarily in Calgary. In addition, this role supports CRM initiatives, contributes to segmentation and campaign execution, and provides insights that strengthen the overall VIP strategy.

Manage a portfolio of VIP and high‑value players, building strong, trust‑based relationships through personalized communication and proactive outreach.

• Host and attend VIP events in Calgary and the surrounding areas, ensuring exceptional hospitality and memorable player experiences.
• Monitor individual player performance, including activity trends, preferences, and risk indicators, to maximize lifetime value and retention.
• Develop tailored engagement plans for assigned players, including rewards, offers, and reactivation strategies.
• Assist with CRM activities, including segmentation, campaign execution, and player‑level reporting.
• Identify opportunities for upsell, cross‑sell, and increased engagement based on player behavior and data insights.
• Resolve player issues and escalations promptly and professionally, coordinating with internal teams when needed.
• Collaborate with Marketing, VIP Management, and Compliance to ensure all interactions and offers align with regulatory requirements and responsible gaming standards.
• Track and report on key metrics, including player activity, satisfaction, and account performance.
• Stay informed on industry trends, competitor offerings, and regional player preferences to enhance engagement strategies.
• Ensure compliance with responsible gaming policies and jurisdictional regulations.
• Other duties as assigned.

WHAT YOU WILL BRING

• 2-4 years of experience in online gaming, hospitality, customer success, or a relationship‑driven role.
• Strong interpersonal and communication skills with the ability to build rapport quickly.
• Experience managing high‑value customers or VIP accounts is an asset.
• Comfortable hosting events, meeting players in person, and representing the brand professionally.
• Strong analytical mindset with the ability to interpret player data and identify actionable insights.
• Familiarity with CRM systems, player segmentation, and lifecycle management.
• Ability to work flexible hours, including evenings or weekends for events.
• Must be based in Alberta or willing to travel regularly within Calgary.
• Highly organized, proactive, and capable of managing multiple player relationships simultaneously.
• Commitment to responsible gaming and adherence to regulatory guidelines.

BENEFITS

• Comprehensive Health, Vision, and Dental Insurance
• Life Insurance & AD&D Insurance
• Generous RRSP Contribution
• Paid Vacation and Personal Time
• Wellness and Employee Assistance Program (EAP)
• Company-Provided Laptop and Cellphone
• Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the NPi Leadership Academy for Emerging Leaders)
• Quarterly Profit-Sharing Program for All Employees Who Have Completed Six Months of Continuous Service
• Paid Parental Leave Program