VIP Engagement Specialist, iGaming (Edmonton-based)

NeoPollard Interactive; Edmonton; On-site; CAD 65,000 - 85,000; Full time

Benefits offered by this job

Health benefits

RRSP

Paid vacation

EAP

Laptop & cellphone

Career development

Profit-sharing

Parental leave

Job summary

NeoPollard Interactive is seeking a VIP Engagement Specialist for Play Alberta in Edmonton, AB, Canada. You will manage a portfolio of high-value players, delivering personalized service that drives loyalty and retention.

You will host VIP events in Edmonton and surrounding areas, coordinate with Marketing and Compliance, and support CRM initiatives including segmentation and campaigns to maximize lifetime value.

Qualifications

• Experience managing VIP accounts or high-value players.
• Ability to analyze player data and extract insights.
• Excellent communication and relationship-building skills.
• Willingness to travel within Alberta for events.

Responsibilities

• Manage a portfolio of VIP players with personalized communication.
• Host and attend VIP events in Edmonton and nearby areas.
• Monitor player activity, preferences, and risk indicators.
• Develop tailored engagement plans including rewards and offers.
• Assist with CRM activities like segmentation and campaigns.
• Identify upsell and engagement opportunities based on data.
• Resolve player issues and escalate when needed.
• Collaborate with Marketing, VIP Management, and Compliance.
• Track metrics and report on player activity.
• Stay informed on industry trends and regional player preferences.
• Ensure compliance with responsible gaming policies.
• Other duties as assigned.

Skills

VIP account management

CRM analytics

Event hosting

Customer success

Data-driven decisions

Stakeholder communication

Tools

CRM systems

Job description

We are NeoPollard Interactive Digitally born, player-focused, and proudly powering the most profitable iLottery programs in North America through our interactive games, powerful gaming systems, and comprehensive suite of player services.

We are innovative. From inception, innovation has been the core of NPi. As one of the first iLottery platform providers in North America, we laid the groundwork — helping pioneer the introduction and successful launch of some of the first iLottery programs in the U.S. We deliver innovative solutions and cutting-edge technology to our partners with an industry‑proven track record of revenue growth.

We are one‑of‑a‑kind. The only Lottery supplier in North America exclusively focused on iLottery. We have one central focus; creating the most intuitive and fun iLottery experiences for players. Our sole focus drives our innovation and success in the iLottery space.

We are industry experts. Serving the largest share of U.S. Lotteries that currently sell online with a track record of powering iLottery success through our state‑of‑the‑art technology, top‑performing game content, and innovative and comprehensive iLottery services.

We are NPi. Join us.

WHAT YOU WILL DO

We are looking for a VIP Engagement Specialist for Play Alberta in Edmonton, AB, Canada who will be 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 Edmonton. 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 Edmonton, 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 in Edmonton.
• Highly organized, proactive, and capable of managing multiple player relationships simultaneously.
• Commitment to responsible gaming and adherence to regulatory guidelines.

WHY WORK AT NPI?

We hire the best.

We prioritize innovation.

We support and empower our team.

Join us as we continue to shape the future of the iLottery industry by delivering players’ favorite games across all channels and driving outstanding returns for good causes.

Our team member benefits include…

• 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

ABOUT NEOPOLLARD INTERACTIVE

Born in the digital domain, NeoPollard Interactive LLC (“NPi”) is an award‑winning supplier of best‑in‑class iLottery solutions to the North American lottery market. Serving the largest share of U.S. lotteries that currently sell online, NPi helped pioneer the successful introduction of iLottery in the U.S. and is North America’s proven partner of choice to enable regulated lotteries to design and deploy complex gaming solutions in support of generating incremental revenue for good causes through the online channel. NPi offers cutting‑edge technology, a full suite of managed services, and the industry’s top‑performing game content as part of its innovative and comprehensive approach to partnering for iLottery success. Jointly owned by Pollard Banknote Limited (TSX: PBL) and NeoGames S.A.(Nasdaq: NGMS)—both globally recognized industry leaders—NPi powers the most profitable iLottery programs. Visit us at www.neopollard.com.