VIP Account Manager

What are we building?At Hard Rock Games, we’re not just making games—we’re crafting experiences that connect people, deliver thrills, and celebrate the spirit of Hard Rock. As the social casino gaming arm of Hard Rock Digital, our teams shape every stage of the journey from concept to launch to live operations, giving our teams the ability to innovate, experiment, and make real impact. With the backing of a globally recognized brand, we combine the agility of a startup with the reach of an entertainment powerhouse. Here, creativity thrives, ideas scale, and careers grow. We’re looking for passionate creators, builders, and innovators to join us in shaping the future of free-to-play gaming. Let’s play hard. What’s the position?We’re looking for a VIP Account Manager who is passionate about people, casino games, and the international Hard Rock brand. In this role your primary directive will be managing a portfolio of our biggest social game players. You will be responsible for retaining, growing, and/or reactivating our players - but most of all, building authentic, personalized, and deeply human relationships with them. You will do this by providing white glove customer service, customized and strategic rewards, exclusive experiences, all with a mindset of driving long term, sustainable revenue growth. ResponsibilitiesManage, organize, and create unique and detailed strategies for managing every single player in your portfolio.Communicate with your players daily by email, text, and phone to build a relationship.Meet and exceed retention, growth, and reactivation targets by utilizing our systems tools to ensure you are rewarding players in an effective and timely manner to stimulate their play levels.Ensure any players' property visits are enhanced as much as possible via the tools and relationships we have.Schedule and book your players to meet you during property initiatives, as well as contribute to hitting specific acquisition goals during those visits.Share profiles of players you’ve built across the team, and provide player feedback at the leadership level.Help contribute to VIP promotions and other teamCultivate and maintain strong relationships with your team and other internal shareholders.Mentor and help train less-senior members of the teamWhat are we looking for?2-5 years or more of experience in relationship building via managing VIP level clients in the gaming, sports, or entertainment field.Deep understanding of the gaming industry and casino slot functionality strongly preferred.High proficiency in written communication skills through e-mail and text, with the ability to catch clients attention resulting in strong response rates.High proficiency in telephone conversation skills.Must have creative problem-solving skills and the ability to troubleshoot in unique situations. You will “live” in the grey. If you prefer adhering to strict prefer black and white policies, this role is not for youYou will be fearless in standing out as a business leader by championing for our players' needs with internal stakeholders across various other departments.Candidate should be located in the GTA, with the ability to travel to the office 1-2 times a weekTravel to Hard Rock properties 4-8 times a year may be required. What’s in it for you?Make a visible impact: you’ll own campaigns and events that shape how millions play.Fast-paced execution + brand heritage: build boldly under the Hard Rock name.Competitive compensation with flexible vacation and hybrid work.Be part of a player-obsessed, inclusive team that trusts your autonomy and skills.Influence product strategies, your post-mortems and insights will steer our roadmaps. Roster of UniquesWe care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).