VIP Account Manager

2 weeks ago

Vancouver, British Columbia, Canada Punt Full time

About the Role

As a VIP Account Manager, you will be responsible for managing relationships with high-value players .. Your role is to enhance engagement, satisfaction, and loyalty by providing a personalized and premium experience for VIP players. This includes proactive outreach, exclusive promotions, and exceptional service to maximize player retention and lifetime value. The role may require availability during evenings and weekends based on business needs. This role is fully onsite with no potential for remote work.

What You'll Do

● Develop and maintain strong, trusted relationships with VIP players to drive engagement and long-term loyalty.

● Serve as a dedicated point of contact for high-value players, ensuring personalized and timely communication via email, chat, phone, and social platforms.

● Design and execute VIP promotions, offers, and engagement strategies tailored to player preferences.

● Monitor player activity, analyze trends, and identify opportunities to enhance the VIP experience.

● Work cross-functionally with Marketing, CRM, and Product teams to align VIP initiatives with broader business goals.

● Plan and coordinate exclusive VIP events (virtual and in-app) to reward and engage top players.

● Collect and relay player feedback to inform product improvements and promotional strategies.

● Ensure compliance with responsible gaming policies and company guidelines.

● Maintain accurate records of player interactions, preferences, and engagement history.

What You'll Bring

● 3+ years of experience in VIP account management, customer service, or a related role

in gaming, hospitality, or entertainment.

● A customer-first mindset with strong relationship-building and communication skills.

● Experience in social casino, iGaming, or online gaming preferred.

● Strong analytical skills to assess player behavior, trends, and engagement data.

● Ability to multi-task in a fast-paced, dynamic environment.

● High level of organization and attention to detail.

● Proficiency in CRM tools and player tracking systems.

● Knowledge of maintaining a promotional budget and comfortable with customer reinvestment guidelines.

● Comfortable working non-traditional hours, including evenings and weekends, to support player needs.

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