Manager - Account Management

Our Account Management team in Toronto are currently looking for an Account Management Manager to join the team.

The role is reposnsible for overseeing the retention-focused Account Management teams, executing and implementing strategies to maximize return on investment from player initiatives. Ensure these efforts support safe, responsible and sustainable play among high-value players. Foster a team culture dedicated to delivering exceptional, memorable experiences that exceed the expectations of high-valued players, encouraging ongoing loyalty and advocacy across all VGW products.

Key responsibilities will include:

Customer Relationships

• Continually examining the value proposition offered to high-value customers by our competitors, ensuring we stay ahead of the game, leveraging experiences and bonuses to retain and grow player spend across VGW brands
• Support the senior leadership team by providing player insights required to develop robust business cases and provide recommendations on resourcing and product changes that will solve player pain points.

Drive Growth and ROI

• Execute a strategy that drives retention, growth and reactivation activities, while defending the business against bad actors.
• Analyze data to identify potential high-value player opportunities for VGW's player base.
• Develop and implement a high-value player growth strategy that results in increased conversion of lower-tier players into higher tiers, whilst maintaining VGW's commitment to safe, sustainable player growth.
• Develop ongoing strategies to handle player churn and increase retention rates for specific cohorts

Systems and Processes

• Collaborate with the Head of Account Management and the Operations Manager - Account Management in optimising performance of the Account Management Team.
• Collaborate with the Growth Insights data team to ensure the development of the appropriate dashboards and monitoring tools to track performance
• Identify opportunities for continuous improvements to enhance opportunities for operational efficiencies and increase in productivity levels.
• Ensure team adherence with operational objectives, policies, procedures and work plans
• Proactive collaboration with the Account Management Operations function to ensure tools and systems can support new initiatives such as workflows and tier overrides for acquisition prospects

Managing a High Performing Team

• Execute against the AM department's performance management framework to ensure the team is performing as expected and accountable.
• Support the creation of at-least monthly group skillshare & training sessions on strategic relationship management and customer retention, to be led in tandem by compliance refresher training being created by the Operations function.
• Oversee the recruitment & selection of the Account Management Team as needed.
• Develop the mentorship skills of your team leads, ensuring they have the knowledge and resources required to effectively coach and develop their teams.
• Effectively utilise feedback and reports to manage the day to day performance and productivity level for overall team performance

What you will bring to the role:

• Minimum 5 years of direct people management & leadership experience.
• Minimum 3 years of experience managing other people managers/leaders
• Several years experience within a VIP Hosting or Account Management team, or in a consumer-facing organisation that demands the very best customer experience for the most demanding clients.
• Experience in the gaming industry is considered an asset.

Others:

• Work schedule is from Mondays to Fridays from 9am to 5pm
• Hybrid work set-up: 1-2 days a week in the office

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games. With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we're more than just a team. We're a diverse and inclusive group of individuals, each playing a vital role in our success. Our core values are clear and strong; we win together, do what's right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that's why we're all about flexibility so you can strike a healthy balance between your personal life and career. We're also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.

But it's not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It's our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we'll achieve remarkable things.

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at

VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process. Please advise our Talent Acquisition Specialist in advance should accommodation be required. We encourage all qualified applicants to apply, however only those selected for further consideration will be contacted.

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