VIP Experience Lead: Brand Growth & Retention

BLAZESOFT; Vaughan; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Group benefits

On-site facilities

On-site parking

Job summary

BLAZESOFT in Vaughan, Canada, seeks a senior individual contributor to own the VIP experience for a key brand. You will manage a portfolio of high-value accounts, drive retention and revenue, and shape the brand's VIP program through collaboration with product and marketing.

This role requires fluent English, strong data sense, and the ability to influence across teams without direct authority, while handling escalations with discretion.

Qualifications

• Post-secondary education in a relevant field.
• Minimum 4 years in VIP management, account management, customer success or high-value support.
• Demonstrated experience connecting work to measurable revenue or retention outcomes.
• Experience owning escalations end to end.
• Strong analytical skills with player data and reporting tools.
• Fluent, articulate English, written and verbal.
• Discretion handling confidential information.
• Ability to work independently and within a team.
• Experience across functions and presenting to senior stakeholders.

Responsibilities

• Own a VIP portfolio and the day-to-day point of contact for key players.
• Own retention, reactivation and net revenue for the VIP segment.
• Decide player-level rewards and comps with data support.
• Shape and evolve the brand's VIP program with stakeholders.
• Be the final owner of escalated player issues and drive resolution.
• Drive root-cause fixes to prevent recurring problems.
• Maintain confidentiality for sensitive accounts and data.
• Report on brand performance and present insights to executives.

Skills

Ownership instinct

Team player

Influence without authority

Commercial mindset

Data-driven

Judgement under pressure

Fresh ideas

Presence

Flexibility

Education

Post-secondary education in a relevant field

Job description

BLAZESOFT in Vaughan, Canada, seeks a senior individual contributor to own the VIP experience for a key brand. You will manage a portfolio of high-value accounts, drive retention and revenue, and shape the brand's VIP program through collaboration with product and marketing.

This role requires fluent English, strong data sense, and the ability to influence across teams without direct authority, while handling escalations with discretion.