Head of VIP

7 days ago

Toronto, Ontario, Canada Soft2Bet Full time $120,000 - $180,000 per year

About the Role

We are seeking an energetic, strategic, and highly experienced Head of VIP to lead our Canadian and global VIP operations. The ideal candidate will be responsible for driving player growth, engagement, and retention by developing and nurturing high-value player relationships.

As a key member of the leadership team, you will define the direction for the VIP department — implementing data-driven strategies, optimizing team performance, and ensuring an exceptional player experience across multiple markets and regulated jurisdictions.

This role requires a strong, people-focused leader who thrives in a fast-paced iGaming environment and is passionate about performance, precision, and delivering world-class service.

Key Responsibilities

  • Lead, mentor, and inspire the VIP team to deliver best-in-class player service.
  • Define and execute a comprehensive VIP strategy focused on player acquisition, retention, and reactivation across multiple brands and markets.
  • Develop and manage KPIs to ensure departmental goals align with overall company objectives.
  • Oversee daily VIP operations, ensuring high service standards and player satisfaction.
  • Monitor player behavior, data, and market trends to identify growth opportunities.
  • Ensure full compliance with Canadian iGaming regulations and responsible gaming principles.
  • Collaborate with Marketing, CRM, Payments, and Compliance teams to create a seamless, personalized VIP experience.
  • Build and maintain long-term relationships with top-tier players, ensuring tailored engagement and retention strategies.
  • Implement effective segmentation and reward programs to maximize loyalty and lifetime value.
  • Manage escalations to ensure timely, professional resolution of player issues.
  • Track and report on key metrics such as retention, revenue growth, and player satisfaction.
  • Provide actionable insights to continuously optimize VIP operations and exceed financial targets.

Requirements

  • Strong knowledge of Canadian iGaming regulations, including experience in the Ontario market (AGCO) and other provincial frameworks.
  • This is a full-time, on-site position based in Toronto, Ontario.
  • Minimum 2+ years' experience in a Head of VIP, VIP Manager, or Team Lead role within the iGaming industry.
  • Proven track record of leading and motivating large, multicultural teams.
  • Deep understanding of player segmentation, lifecycle management, and retention strategies for high-value customers.
  • Strong analytical mindset and ability to make data-driven strategic decisions.
  • Experience operating across multiple markets and regulatory jurisdictions.
  • Excellent interpersonal, communication, and negotiation skills.
  • Highly organized and proactive, with a results-oriented approach.
  • Commitment to responsible gaming and player wellbeing.

What We Offer

  • Competitive salary and benefits package.
  • 20 days of paid vacation per year, plus public holidays.
  • Private health insurance coverage.
  • Opportunity to work within a dynamic, fast-growing international iGaming company.
  • Collaborative, innovative work environment that values creativity, professionalism, and personal growth.

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