VIP Host Manager

Location:
Ontario (hybrid/remote)

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

Department:
VIP

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).

Ongoing Responsibilities

• Maintain strong player relationships and deliver exceptional, proactive VIP service.
• Approve and monitor high-value offers and comps, ensuring positive ROI and compliance.
• Oversee all regulatory documentation (RG, affordability, EDD/PEP/SOW) with zero-defect execution.
• Deliver daily, weekly, and monthly reporting into SA Operations, CRM, and Executive teams.
• Co-own custom offer engines and post-mortem analyses with SA CRM.
• Act as a cross-functional bridge between Payments, Risk, CS, Product, and BI teams.

Must-Have Qualifications

• Ontario iGaming VIP experience:
   2+ years at an 
  AGCO/iGO-regulated operator
   managing high-value players and mentoring hosts.
• Deep understanding of 
  Responsible Gaming (RG), AML/FINTRAC, marketing, and privacy standards
  , with a proven track record of compliant VIP practices.
• Hands-on experience in 
  CRM/loyalty execution
   (segmentation, journeys, A/B testing) and strong analytics/Excel skills.
• Exceptional communication and stakeholder management across time zones and departments.
• Proven ability to perform as both 
  individual contributor and leader
   in a fast-paced, build-mode environment — with flexibility for after-hours coverage.

Nice-to-Haves

• Event or hospitality execution experience.
• Bilingual English/French proficiency.

Phased Approach:

Phase 0: Solo Operator

• Manage your own VIP book: inbound/outbound engagement, reactivation, retention, and escalations.
• Build the 
  VIP Playbook
  : contact cadences, talk tracks, comp matrix, and offer guardrails.
• Stand up 
  SOPs & QA
   for calls, chats, and emails; create CRM templates and tagging logic.
• Launch 
  reporting frameworks
  : daily deposit/withdrawal activity, weekly competitor scan, and monthly ROI reports for executives.
• Collaborate with South Africa–based VIP & CRM teams to localize offers within 
  AGCO compliance
   standards.
• Partner with Risk/AML and Payments for approvals, due diligence, and audit trails.
• Define dashboards and KPIs with BI; create 
  next-best-action
   and pipeline tracking views.
• Key Performance indicators:
  Response and callback SLAs for new VIPs, reactivation rate of dormant accounts, deposit frequency among active VIPs, VIP NGR/margin uplift vs. baseline, zero compliance incidents

Phase 1: First Hires

• Recruit and onboard 
  1–2 VIP Hosts
  , setting coverage hours, SLAs, and performance targets.
• Train hosts on compliance, QA, and player management standards.
• Introduce 
  tiering, segmentation, and automated journeys
   with the CRM team.
• Refine offer economics and retention models alongside SA CRM.

Phase 2 — Scale

• Expand the team to 3–5 Hosts; establish incentive plans and career paths.
• Launch 
  compliant VIP experiences
   (events, hospitality) within regulatory guardrails.
• Evolve playbooks, limits, and communications in collaboration with Canadian and SA marketing/CRM teams.
• Key Performance indicators:
  Retention/reactivation rates by tier, ARPPU and revenue per host, withdrawal turnaround times, VIP CSAT/NPS scores, compliance audit pass rate

Tools & Platforms

• CRM/loyalty: 
  Smartico, Optimove, or similar
  .
• Ticketing/telephony systems.
• Excel and BI dashboards.

Eligibility & Compliance

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

Compensation

• Competitive base salary + performance bonus.
• Benefits package and on-call allowance.