Vip Account Manager

**VIP Account Manager - Casino**
- Toronto, Canada_

**About Us**

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor’s “Best Places to Work”.

**About the Role**
As a Casino VIP Account Manager, you will drive casino profitability by developing strong long-term relationships with high-end customers and VIPs of our BetMGM brands, with the aim of extracting maximum value within their respective brands.

**Key Responsibilities**- Establish and maintain a comprehensive player database
- Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs
- Manage all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts and escalations including out of office hours when necessary
- Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviours, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual-
- Create new business revenue by understanding, targeting and developing relationships with potential high value players
- Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms
- Will communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys and the reactivation of lapsed members
- Utilize daily reporting and analysis to assist with making sound business decisions
- Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales-
- Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively
- Fully complies with and upholds company expectations including policies, procedures, department goals and business strategy
- Conducts themselves with the highest level of integrity and honesty
- Proactively identify service failures by taking immediate action to resolve whilst notifying relevant stakeholders
- Handles difficult customer interactions and situations in a calm, professional and reasonable manner-
- Tasked with filling special events, while also participating in offsite Casino Marketing events**Essential Functions**
- Must be able to stand or sit and operate computers and other technological devices for extended periods of time

**Qualification**- Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management-
- Sales driven, computer literate with an emphasis on Excel, excellent communication skills and telephone etiquette-
- Detail oriented with effective time management skills and the ability to produce results while working under pressure-
- The ability to work independently, offer top tier customer service and identify customer trigger points-
- Analytically curious with the ability to think outside the box to resolve issues quickly and effectively-
- The ability to travel and attend off property events