VIP Experience & Growth Lead

Betty; Toronto; On-site; CAD 100,000 - 125,000; Full time

Benefits offered by this job

Discretionary bonus

Career and skills development

Fun and collaborative team environment

Perkopolis employee perks

Job summary

Betty Canada is seeking a VIP Management Team Lead to direct a high-performing Account Management team serving our platform’s top-value players. You’ll bridge operations with senior leadership, drive performance, and ensure personalized, top-tier client experiences.

Responsibilities include improving retention, collaborating with Marketing, CRM, Payments and Support, and coaching the VIP team to meet KPIs while maintaining high standards and regulatory compliance.

Qualifications

• 3–5+ years leading teams in high-touch B2C environments or 5+ years managing high‑value client relationships.

Responsibilities

• Drive VIP player retention by analyzing portfolio performance, identifying growth opportunities, reducing churn, and optimizing reinvestment to maximize customer lifetime value.
• Partner with senior leadership and cross-functional teams to shape VIP strategy and deliver seamless player experiences.
• Lead day-to-day operations of the VIP team, set KPIs, coach, and foster career growth.
• Lead VIP relationship management, handling complex player situations and ensuring high service standards.
• Oversee premium VIP hospitality events, trips, and exclusive player experiences.
• Escalate compliance, risk, and integrity matters; ensure AML, Anti-Fraud, and Responsible Gaming adherence.
• Oversee SOF/SOW escalations and ensure compliant handling.

Skills

People leadership

Emotional intelligence

Conflict resolution

Decision making

Strategic thinking

CRM platforms

Analytics tools

Tools

CRM software

Reporting tools

Job description

Betty Canada is seeking a VIP Management Team Lead to direct a high-performing Account Management team serving our platform’s top-value players. You’ll bridge operations with senior leadership, drive performance, and ensure personalized, top-tier client experiences.

Responsibilities include improving retention, collaborating with Marketing, CRM, Payments and Support, and coaching the VIP team to meet KPIs while maintaining high standards and regulatory compliance.