VIP Manager

2 weeks ago

Vancouver, British Columbia, Canada Pentasia Full time

As a VIP Host Account Manager, you'll be responsible for managing relationships with high-value players, enhancing engagement, satisfaction, and loyalty by delivering a personalized and premium experience. You'll proactively reach out to VIPs, offer exclusive promotions, and provide exceptional service to maximize player retention and lifetime value. This role may require availability during evenings and weekends, depending on business needs.

Key Responsibilities:

  • Build Relationships: Develop and maintain strong, trusted connections with VIP players to drive engagement and long-term loyalty.
  • Dedicated Support: Serve as the main point of contact for high-value players, ensuring personalized and timely communication via email, chat, phone, and social platforms. VIP Promotions: Design and execute tailored VIP promotions, offers, and engagement strategies based on player preferences. Player Insights: Monitor player activity, analyze trends, and identify opportunities to enhance the VIP experience.
  • Cross-Functional Collaboration: Work closely with Marketing, CRM, and Product teams to align VIP initiatives with broader business goals.
  • Event Planning: Plan and coordinate exclusive VIP events (virtual and in-app) to reward and engage top players.
  • Feedback & Improvement: Collect and relay player feedback to inform product improvements and promotional strategies.
  • Compliance: Ensure adherence to responsible gaming policies and company guidelines.
  • Record Keeping: Maintain accurate records of player interactions, preferences, and engagement history.

Requirements:

  • Experience: 3+ years in VIP account management, customer service, or a related role in gaming, hospitality, or entertainment.
  • Customer-First Mindset: Strong relationship-building and communication skills.
  • Industry Knowledge: Experience in social casino, iGaming, or online gaming preferred.
  • Analytical Skills: Ability to assess player behavior, trends, and engagement data.
  • Multi-Tasking: Comfortable working in a fast-paced, dynamic environment.
  • Organization: High level of organization and attention to detail.
  • Tech Savvy: Proficiency in CRM tools and player tracking systems.
  • Budget Management: Knowledge of maintaining a promotional budget and customer reinvestment guidelines.
  • Flexibility: Willingness to work non-traditional hours, including evenings and weekends, to support player needs.

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