Online Manager H/F

3 weeks ago


Toronto ON, Canada Pentasia Full time

Overview An impressive iGaming brand is looking to continue their dominance in the market and is seeking to add a VIP Manager to their Canadian ranks

Communicating with active, potential, and inactive VIPs, the VIP Manager will encourage increased play through strategic VIP planning. This will be accomplished through a range of CRM and one-to-one marketing initiatives, ensuring that we are maximizing yield, minimizing churn, and generating increased VIP play.

The successful candidate will play a key role in ensuring that our VIP customers receive an exceptional experience across all brands and products. You will act as the primary point of contact for our VIP customers and be responsible for building and maintaining strong relationships with them.

Manage, develop and lead a team of VIP Hosts.
Pro-active by planning and coordinating new initiatives.
Working with Marketing to deliver VIP programs across all brands and products, including acquisition, conversion, and retention.
Communication with VIPs, and potential VIPs, to increase game play, loyalty and thus, increased revenue.
Communicate and report VIP player performance to senior management.
Handle VIP customer complaints and escalate to relevant departments if necessary, ensuring that customers are satisfied with the resolution.
Planning and management of land-based events, hospitality, and VIP hosting.
Proven experience in a similar role, preferably in the online gaming or entertainment industry. Experience in land based or online gaming not mandatory but an asset.
At least 3 years of management or lead experience from online gaming
Must be able to work flexible hours as applicable.
Experienced in telephone or chat both inbound and outbound – outbound sales or customer service experience is preferable.
Comprehensive understanding of VIP's, marketing, CRM, and operations.
Confident, articulate, and tenacious communication style, both on the phone or in person, and in written format.
Must be willing to complete regulatory licensing where necessary. Role will require flexible hours, along with weekends.
Dental care, Extended health care
Flexible schedule


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