I-gaming Vip Host

3 months ago

Toronto, Canada Pala Interactive Full time

**Pala Interactive** is a full-service, real-money and social gaming technology provider and operator. Pala offer a full spectrum of games across all distribution channels (web, download, tablet & smartphone) which include casino, poker and bingo for real money and social gaming.

Communicating with active, potential and inactive VIPs, the **VIP Host** 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.

**Responsibilities**
- Act as the first point of contact for all VIP customers, responding promptly and professionally to their queries and concerns.
- Build and maintain strong relationships with VIP customers, ensuring that they feel valued and appreciated.
- Collaborate with other departments, including but not limited to Marketing, Support, Finance and Security, to ensure that VIP customers receive a seamless experience and that their needs are met in a timely and efficient manner.
- 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.
- Working off of predefined weekly, monthly and quarterly goals.
- Communicate and report VIP player performance to senior management
- Regular analytical analysis of competitors and the customer landscape to ensure the competitiveness of the VIP program.
- 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.

**Requirements**:

- 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.
- We are looking for a self starter with ability to self motivate and use initiative while interacting with other departments and teams.
- High levels of interpersonal skills and ability to quickly build a rapport with customers.
- 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.
- Ability to accurately profile and segment VIP clients effectively.
- 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. This will involve due diligence checks on personal background.
- Role will require flexible hours, along with weekends.

**Job Type**:Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site childcare
- On-site gym
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

**Work Location**: Hybrid Remote - 3 days per week in North York, ON M2J 5B5

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