Vip Manager

1 month 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 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.

**Responsibilities**:

- Manage, develop and lead a team of VIP Hosts.
- Understand and monitor numbers and act accordingly.
- Pro-active by planning and coordinating new initiatives.
- 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 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.
- At least 3 years of management or lead experience from online gaming
- 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 Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Flexible schedule
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Work from home.

**Schedule**:

- Monday to Friday
- On call
- Weekends as needed.

**Ability to commute/relocate**:

- North York, ON: reliably commute or plan to relocate before starting work (required)

**Work Location**: Hybrid remote in North York, ON

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