VIP Manager - iGaming

Calgary, AB; Edmonton; On-site; CAD 70,000 - 90,000; Full time

Job summary

Pure Casino is looking for a VIP Manager to build and grow relationships with high-value online casino and sports betting players. This critical role ensures a premium, personalized experience for VIPs while managing their needs responsibly and sustainably.

The successful candidate will have over 5 years of experience in the online gaming industry, excellent judgment, and strong organizational skills. Responsibilities include managing player interactions, driving engagement, and ensuring compliance with responsible gambling standards.

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Qualifications

• 5+ years of experience in online casino and/or online sports betting.
• Proven experience as VIP Account Manager or similar role.
• Strong understanding of responsible gambling principles.

Responsibilities

• Manage relationships with high-value online casino and sports betting players.
• Drive VIP retention, engagement, and revenue sustainably.
• Apply responsible gambling principles specific to VIP players.

Skills

Player relationship management

Commercial judgment

Emotional intelligence

Communication skills

Organizational skills

Tools

CRM systems (e.g., Monday.com)

Microsoft Excel

Job description

The Pure iGaming VIP Manager will be responsible for building, managing, and growing relationships with high-value online casino and sports betting players. This role is critical to the success of Pure Casino’s VIP program. The right candidate will bring a proven track record in high-value player relationship management within a regulated online gaming environment, strong commercial judgment, and a clear understanding of how to balance player engagement, business performance, and responsible gambling obligations.

The VIP Manager will act as a trusted point of contact for Pure’s highest-value players, delivering a premium, personalized experience while ensuring all activity is managed responsibly, sustainably, and within approved compliance and reinvestment frameworks.

Key Responsibilities

VIP Relationship Management

• Manage and develop relationships with high-value online casino and sports betting players.
• Act as the primary point of contact for assigned VIP players, providing premium, personalized, and timely service.
• Build a deep understanding of each player’s preferences, product interests, communication style, reward expectations, and engagement patterns.
• Proactively identify opportunities to strengthen player relationships through tailored offers, events, hospitality, gifting, and service.
• Support the identification and development of emerging VIP players.
• Manage player questions, requests, and escalations with discretion, professionalism, and sound judgment.
• Host players at Pure Casino properties and events.

Commercial Performance

• Drive VIP retention, engagement, reactivation, and revenue in a sustainable and responsible way.
• Use player data, CRM tools, dashboards, and reporting to identify opportunities, risks, and trends across the VIP base.
• Assess player value, reinvestment levels, bonus use, retention opportunities, and potential business risk.
• Recommend and execute appropriate VIP offers, rewards, campaigns, and experiences within approved program guidelines.
• Ensure reinvestment is commercially sound and aligned with player value, program objectives, and budget parameters.
• Provide regular updates on VIP player performance, opportunities, risks, and key account activity.

Responsible Gambling & Player Risk

• Apply responsible gambling principles with specific sensitivity to the VIP segment.
• Recognize early signs of concern among high-value players, including changes in deposit behaviour, play intensity, communication tone, urgency, emotional distress, or unusual reward requests.
• Demonstrate strong judgment on when to engage, when to pause, and when to elevate concerns through the appropriate internal channels.
• Ensure VIP activity never encourages unsafe play, excessive wagering, or behaviour that conflicts with responsible gambling standards.
• Maintain accurate records of player interactions, rewards, concerns, escalations, and key decisions.
• Work closely with compliance, risk, customer support, and leadership teams to ensure player issues are handled appropriately.

Program & Cross-Functional Support

• Support the development and ongoing improvement of Pure Casino’s VIP program, including tiers, benefits, rewards, communications, and player journeys.
• Collaborate with CRM, marketing, customer support, compliance, finance, product, and retail casino teams.
• Help connect Pure’s online VIP program with the broader Pure Casino retail ecosystem.
• Support VIP events, hospitality experiences, gifting, and player entertainment opportunities.
• Monitor competitor VIP programs and provide recommendations to improve Pure’s VIP offering.
• Contribute to VIP reporting and planning.

Required Experience & Skills

• 5+ years of experience working in online casino and/or online sports betting for an established regulated operator.
• Proven experience as a VIP Account Manager, VIP Host, Player Development Manager, or similar high-value player relationship role.
• Strong understanding of regulated online gaming environments, ideally within Canada.
• Proven track record building and managing relationships with high-value players.
• Strong commercial instincts, including the ability to assess player value, reinvestment, retention opportunities, and business risk.
• Strong understanding of responsible gambling principles and how they apply specifically to VIP players.
• Ability to identify concerning player behavior and elevate appropriately.
• Excellent verbal and written communication skills.
• Strong judgment, discretion, emotional intelligence, and professionalism.
• Comfortable using player reports, CRM systems (e.g. Monday.com), Microsoft Excel, dashboards, and customer data to make informed decisions.
• Ability to manage difficult player interactions calmly and professionally.
• Strong organizational skills with the ability to manage multiple players, priorities, campaigns, and deadlines.
• Willingness to work flexible hours, including evenings, weekends, holidays, and key event periods as required.
• Ability to travel to Pure Casino properties in Alberta and host players at Pure’s facilities.
• Ability to obtain and maintain any required gaming registrations, licenses, or approvals.

Preferred Experience

• Experience managing both casino and sports betting VIP players.
• Experience working with CRM, loyalty, bonus, player tracking, or VIP management platforms.
• Experience supporting VIP events, hospitality programs, gifting, or player entertainment.
• Experience working with retail casino or omnichannel player development teams.
• Familiarity with Alberta or Canadian gaming regulation.
• Existing knowledge of casino games, sportsbook products, promotions, player segmentation, and VIP reinvestment models.

What Success Looks Like

• VIP players receive a premium, personalized, and highly responsive experience.
• High-value player retention, engagement, and revenue grow in a sustainable way.
• Reinvestment is managed responsibly and delivers clear business value.
• Emerging VIP players are identified and developed effectively.
• Player risks and responsible gambling concerns are identified early and escalated appropriately.
• The VIP program becomes a meaningful differentiator for Pure Casino in Alberta.
• Internal teams have clear visibility into VIP performance, opportunities, and risks.
• Pure Casino builds a VIP program that is commercially strong, compliant, responsible, and connected to its retail casino ecosystem.

Personal Attributes

• Relationship-led and service-oriented.
• Commercially minded and data-aware.
• Calm under pressure.
• Discreet and professional.
• Highly organized.
• Comfortable with ambiguity and launch-stage environments.
• Able to balance player needs, business goals, and responsible gambling obligations.
• Confident working with high-value players while maintaining appropriate boundaries.
• Passionate about delivering a premium gaming experience.