VIP Team Leader

Entain; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

A prominent global gaming company is looking for a VIP Team Leader in Toronto. This role involves managing the VIP Account Management team and ensuring high-value players receive personalized service. The ideal candidate will have significant experience in VIP management and a strong data-driven approach to enhance player engagement.

Qualifications

• Minimum 3-5 years of experience managing VIPs in online gaming or similar.
• Demonstrated ability to lead high-performance teams.

Responsibilities

• Oversee management of the VIP Account Management team.
• Implement strategies to maximize player retention and satisfaction.

Skills

Leadership

Analytical Skills

Communication

Data-Driven Approach

Tools

CRM platforms

Job description

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Company Description

We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 25 well-known brands and over 24,000 people, but we all play for the same team. When we win, we win together.

Company Description

We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 25 well-known brands and over 24,000 people, but we all play for the same team. When we win, we win together.

Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world of entertainment.

Job Description

The VIP Team Leader is responsible for overseeing the day-to-day management and performance of the VIP Account Management team, ensuring high-value players receive an exceptional and personalized service. The role focuses on leading the team to maximize player satisfaction, retention, and overall value, while implementing strategies to protect business revenue coming from VIP players. The VIP Team Leader is a pivotal link between senior management and the VIP team, aligning VIP initiatives with the company’s overall business strategy.

Team Management

• Lead and manage a team of VIP Account Managers, providing ongoing coaching, support, and performance management to ensure individual and team goals are met.
  
  

VIP Strategy Execution

• Implement the agreed VIP strategy, ensuring alignment with the overall business objectives and driving the execution of key initiatives to grow the VIP segment.
  
  

Player Retention

• Ensure the VIP Account Manager develop and maintain strong relationships with high-value players that enhance player engagement and retention.
  
  

Performance Monitoring

• Regularly analyze team performance metrics (e.g., player retention, deposit, and staking growth), using data-driven insights to optimize strategies and tactics.
  
  

AML & RG Compliance

• Ensure that VIP account managers adhere to all regulatory requirements related to Anti-Money Laundering and Responsible Gaming, ensuring early identification of risk players and escalating any concerns accordingly.
  
  

Stakeholder Collaboration

• Work closely with AML, Safer Gambling, CRM, Product, Marketing and BI teams to ensure that all VIP initiatives are well-coordinated and aligned to Entain's policies
  
  

Reporting & Analysis

• Provide detailed reports to senior management on the team's performance, key player activities, and campaign effectiveness. Make recommendations for continuous improvement.
  
  

Escalation Handling

• Manage escalated VIP player issues, ensuring timely and satisfactory resolution, while maintaining the highest level of professionalism.
  
  

Market Awareness

• Stay informed about competitor activity and market trends, ensuring the team remains competitive in offering personalized services to VIP players.
  
  

Qualifications

Essential:

Experience In VIP Management

• Minimum of 3-5 years of experience managing VIPs in an online gaming or similar customer-centric environment, with a proven track record of managing high-value accounts.
  
  

Leadership Experience

• Demonstrated ability to manage and motivate a team, with experience in leading high-performance teams in a target-driven environment.
  
  

Data-Driven Approach

• Strong analytical skills with experience in using data to drive decisions, measure success, and optimize VIP programs.
• Expertise in CRM platforms, segmentation, and tailored account management techniques for high-value customers.
  
  

Market Knowledge

• Solid understanding of the online gaming industry, including player behaviours, regulatory landscapes, and VIP market trends.
  
  

Communication Skills

• Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels.
  
  

Additional Information

Ethics & Integrity:

• Adheres to the highest standards of business ethics and compliance, always acting in the best interests of the players and the company.
  
  

Leadership

• Demonstrates strong leadership, with the ability to inspire, motivate, and develop a team to reach its full potential.
  
  

Player-Centric Mindset

• Highly focused on delivering exceptional service to high-value players, ensuring their needs and preferences are met proactively.
  
  

Analytical Thinking

• Capable of evaluating data, identifying trends, and making informed decisions to continuously improve VIP services.
  
  

Adaptability & Problem Solving

• Able to navigate complex challenges and adapt quickly to changing market or player needs, ensuring smooth operation of VIP activities.
  
  

Resilience Under Pressure

• Maintains calm under pressure, handling escalations or difficult situations with professionalism and poise.
  
  

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing

• Industries

  Entertainment Providers

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