VIP Growth & Loyalty Program Lead

NeoPollard Interactive; Calgary, Edmonton; On-site; CAD 85,000 - 120,000; Full time

Benefits offered by this job

Health, Vision, and Dental Insurance

Life Insurance & AD&D

Generous RRSP Contribution

Paid Vacation and Personal Time

Wellness and EAP

Laptop and Cellphone provided

Leadership Academy for Emerging Leades

Quarterly Profit-Sharing Program

Paid Parental Leave

Job summary

NeoPollard Interactive is seeking a VIP Program Manager to lead high-value player strategy, manage a team of Player Engagement Specialists, and own the VIP program P&L, driving revenue growth and lifetime value.

This role will influence segmentation, rewards, and lifecycle initiatives, collaborate with Marketing, Product, Compliance, and Operations, and ensure exceptional service, regulatory adherence, and strong ROI.

Qualifications

• 5+ years of experience in online gaming, iGaming, hospitality, or a related customer-centric industry.
• Proven experience managing VIP, loyalty, or high-value customer programs.
• Strong leadership background with experience managing and developing teams.
• Demonstrated ability to manage P&L, build forecasts, and make data-driven decisions.
• Deep understanding of player behavior, segmentation, and lifecycle management.
• Excellent communication, negotiation, and relationship-building skills.
• Strong analytical mindset with proficiency in CRM tools, reporting platforms, and Excel/Sheets.
• Ability to thrive in a fast-paced, highly regulated environment.
• Experience working cross-functionally with marketing, product, and compliance teams.
• Occasional travel required.

Responsibilities

• Lead and develop a team of Player Engagement Specialists, providing coaching, performance management, and strategic direction.
• Own the VIP program P&L, including forecasting, budgeting, and delivering against revenue and margin targets.
• Design and refine the VIP strategy, including segmentation, rewards, promotions, and lifecycle management.
• Analyze player behavior and performance metrics to identify opportunities for growth, retention, and reactivation.
• Collaborate with Marketing, Product, Compliance, and Operations to ensure seamless execution of VIP initiatives and adherence to regulatory requirements.
• Develop personalized engagement plans for top‑tier players, ensuring high‑touch service and proactive relationship management.
• Monitor competitive trends and industry best practices to continuously evolve the VIP offering.
• Oversee escalations and complex player issues, ensuring timely and effective resolution.
• Report on KPIs, including player value, churn, team performance, and program ROI.
• Ensure compliance with responsible gaming policies and jurisdictional regulations.
• Other duties as assigned

Skills

Leadership

P&L management

Data-driven decisions

Cross-functional collaboration

Excellent communication

Travel

Tools

CRM tools

Excel/Sheets

Reporting platforms

Job description

NeoPollard Interactive is seeking a VIP Program Manager to lead high-value player strategy, manage a team of Player Engagement Specialists, and own the VIP program P&L, driving revenue growth and lifetime value.

This role will influence segmentation, rewards, and lifecycle initiatives, collaborate with Marketing, Product, Compliance, and Operations, and ensure exceptional service, regulatory adherence, and strong ROI.