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VIP Manager

2 weeks ago

Toronto, Ontario, Canada Goldrush Gaming Group Full time $80,000 - $120,000 per year

Location:
Ontario (hybrid/remote)

Reports to:
Head of Operations / Country Manager (Canada)

Department:
VIP / CRM

Type:
Full-time, permanent

Company Description:

Goldrush Gaming Group is a leading and innovative player in the gaming and entertainment industry. We specialize in providing immersive, next-generation gaming experiences through a diverse portfolio of high-quality games and cutting-edge technology. Our mission is to deliver exceptional entertainment that engages players while maintaining a commitment to responsible gaming practices. With a focus on creativity, customer satisfaction, and technological advancements, Goldrush Gaming Group strives to redefine the future of gaming. Be part of a forward-thinking company that fosters growth, innovation, and success in an exciting industry. We are seeking passionate, self-motivated, and driven individuals to join our dynamic team.

Role Summary:

Founding hire who starts as the sole VIP Host + Manager. You will personally manage the VIP book, stand up the VIP program (SOPs, offers, tooling, reporting), then recruit and lead a team, while working hand-in-hand with the South Africa–based VIP and CRM teams to co-design custom offers, align with group playbooks, and report into the broader team and company structures (Operations, CRM, Finance, Executive).

Must Have Qualifications:

· Ontario VIP iGaming experience (non-negotiable): 2+ years at an AGCO/iGO-regulated operator handling high-value players and leading/mentoring hosts.

· Regulatory fluency across RG/AML/FINTRAC, marketing standards, and privacy; history of compliant VIP practices.

· Hands-on CRM/loyalty execution (segmentation, journeys, A/B testing) and strong analytics/Excel skills.

· Excellent communication and stakeholder management; sound judgment under pressure.

· Comfortable as individual contributor + manager in a fast, build-mode environment; after-hours availability when needed.

Nice‑to‑Haves:


• Event/Hospitality execution


• Bilingual English/French

What you'll do (phased):

Phase 0 - (Solo operator)

· Own a VIP book: outbound/inbound, reactivation, retention, win-backs, escalations.

· Build the VIP playbook: contact cadences, talk tracks, offer guardrails, comp matrix.

· Stand up SOPs & QA for calls/chats/emails; create CRM templates and tagging.

· Launch reporting: daily deposit/withdrawal and activity pack; weekly competitor scan; monthly executive pack with ROI on offers.

· Cross-border collaboration: partner daily with South Africa VIP & CRM to design custom offers (localized to AGCO rules), share insights, and adopt group templates.

· Work with Risk/AML on approvals/EDD/PEP/SOW, and Payments on limits/turnaround; maintain audit trails.

· Define dashboards/KPIs with BI; create rolling pipeline and "next best action" views.

Phase 1 - (First hires)

· Hire and onboard 1–2 VIP Hosts; implement roster, SLAs, coverage hours, and on-call.

· Train on SOPs, QA scorecards, and compliance; allocate books and set targets.

· Introduce tiering, segmentation, and automated journeys; refine offer economics with SA CRM.

Phase 2 - (Scale)

· Grow to 3–5 Hosts as needed; formalize incentive plan and career paths.

· Launch compliant VIP experiences (events, hospitality) within guardrails.

· Iterate playbooks, limits, and comms with Marketing/CRM (SA + CA) to stay best-in-class.

Ongoing responsibilities

· Player relationships & service recovery; fast, proactive outreach for lifecycle moments.

· Approve high-value offers/comps within budget; measure NGR/margin impact.

· Maintain zero-defect compliance: RG interactions, affordability checks, PEP/SOW/EDD routing and documentation.

· Group reporting: deliver daily, weekly, and monthly packs into SA Ops/CRM and Executive (D/W, activity, revenue, ROI, compliance/audit logs); align to company reporting structures and deadlines.

· Custom offers engine: co-own business cases with SA CRM (targets, caps, tests, post-mortems).

· Bridge teams: Payments, Risk, CS, Product, BI across time zones.

KPIs

Early (solo):

· Time to first contact on new VIPs; SLA's on callbacks.

· Reactivation rate dormants; % deposit frequency among active VIPs.

· VIP NGR and margin uplift vs baseline; 0 compliance incidents.

Scaled (team):

· Retention/reactivation by tier; ARPPU; revenue per host; pipeline coverage.

· Withdrawal turnaround time for VIPs; CSAT/NPS (VIP); audit pass rate.

Tools

· CRM/loyalty (e.g., Smartico/Optimove or similar), ticketing/telephony, Excel, and BI dashboards.

Eligibility & compliance

· Must be eligible to work in Canada and able to obtain/maintain required AGCO/iGO registrations.

Compensation

· Competitive base + performance bonus, benefits, on-call allowance.