Team Lead

Team Lead – Account Management (Toronto)

Salary: CAD 107,000 to CAD 130,250 per year.

This is an existing position within our team.

Player Retention

• Utilize KPIs to manage and track portfolio performance for the Account Management team and develop strategies to increase player retention.
• Work closely with centrally created reports to identify and articulate trends or opportunities for improvement within your team’s portfolios.
• Evaluate the growth and retention performance of player portfolios overseen by teams, identifying areas for improvement and growth opportunities.
• Document trends impacting high‑value player churn or dissatisfaction, providing this insight to the wider business to identify and support opportunities for player experience improvements.
• Leverage your advanced relationship‑building capabilities to support your team in making strategic decisions in order to grow and retain our highest‑value players.
• Understand business objectives and player needs to provide strategic solutions and drive growth and retention initiatives.
• Establish strong relationships and resolve complex player escalations.
• Oversee account closures, ensure accurate reason codes and maintain records of all closed accounts.
• Regularly assess reinvestment strategies and player gifting to optimize player retention.

Compliance

• Display an advanced understanding of compliance and risk concepts and act as an escalation point for your team for their concerns.
• Be aware of risks and look for opportunities to obviate and manage them within the team.
• Ensure adherence to compliance standards such as Anti‑Fraud, AML and Responsible Social Gameplay.
• Identify high‑risk cases for further escalations including legal disputes, RSG, AML, MLRO and Anti‑Fraud.
• Mitigate risks by ensuring player communications are handled in line with internal processes within established timelines.
• Ensure chargebacks, RSG and SoW escalations are resolved promptly and effectively.

Leadership

• Demonstrate integrity, accountability and professionalism and act as a role model for all team members.
• Frequently act as a facilitator and formal team leader in promoting and displaying not only account management strategies but also business model knowledge and compliance rules.
• Represent the team to other business units to obtain results and build relationships with internal stakeholders.
• Be a part of the collaborative larger Account Management leadership team driving a positive culture within the department and supporting initiatives and projects to drive improvements in the broader department.
• Lead and manage key projects, ensuring timely delivery and alignment with business objectives.
• Address and resolve conflicts that may arise within the team to foster a collaborative environment.

Manage a High Performing Team

• Cultivate a culture of excellence by monitoring core Key Performance Indicators (KPIs), spearheading regular account management skills enhancement sessions, and providing subject‑matter training.
• Facilitate engaging discussions with your team and their direct reports, focusing on tailored development opportunities to refine their expertise and retain top talent.
• Assume responsibility, by extension, for the experience of all players managed by your direct reports, ensuring a seamless and positive interaction.
• Uphold a consistent standard of performance expectations, fostering accountability within the team, which encompasses regular reviews of team member communications and output.
• Lead, mentor and develop employees to ensure high performance and employee engagement.
• Provide ongoing coaching and training to team members with a focus on delivering exceptional player experiences and achieving growth and retention targets.
• Conduct regular meetings and skill‑sharing sessions with the team to deliberate on account management strategies.
• Monitor and evaluate performance of team members, providing timely constructive feedback and recognizing individual achievements.
• Offer guidance through challenging situations as they arise within their player portfolios.

What You’ll Bring

• 5+ years demonstrated B2C relationship management experience or 3‑5 years experience in team management.
• Demonstrated effectiveness at advanced‑level relationship building, B2C advantageous.
• Demonstrated proficiency using various software and technology platforms, including CRM database management experience.
• Demonstrates client‑focused approach with high level emotional intelligence.
• Ability to understand the implications of actions and make recommendations for solutions. <