VIP Account Manager

Position Summary

The VIP Account Manager is responsible for cultivating long-term, high-value relationships with NorthStar Bets' most important players to maximize loyalty, retention, and lifetime value. This role combines personalized relationship management, data-driven insights, and premium service delivery to ensure every VIP experience reflects NorthStar's "Exceptionally Canadian" standard.

Key Outcomes of the Position

• Manage a growing portfolio of VIP players.
• Participate in different proactive engagement techniques to attain specific SLAs and KPI targets as detailed in our annual corporate objectives.
• Drive incremental value from existing VIPs while identifying and developing emerging high-potential players. Perform outbound calls and emails and take ownership of escalated issues to see them resolved
• Extend complimentary services/offers to players when appropriate and within established guidelines
• Recommend, organize and host in-person hospitality and live events.
• Communicate with VIP Players regularly to ensure they are fully informed on current promotions.
• Monitor VIP Player upgrades and accompany the customers throughout the customer journey and the customer lifecycle.
• Recommend processes and procedures based on documented customer feedback to continually enhance the VIP Customer Journey/Customer Experience
• Accompany and guide VIP Players through ID Verification and Responsible Gambling processes, securing transparency between the VIP player and involved parties within Digibeat and NorthStar
• Proactively bring forward ideas and recommendations for VIP Casino and Sportsbook promotions' engaging techniques.
• Actively propose new ideas, gifts and giveaways for special occasions for specific VIP Players.
• Assist the VIP support team/agents in addressing more complex problems by using all available applications and tools at your disposal.
• Ensure queries and complaints from VIP players are received, documented and handled properly e.g. resolved according to the established SLAs as set by the VIP department in the highest possible standard.
• Keep all records current and up to date with a complete awareness of the top and bottom performers in your customer portfolio.
• Assist colleagues and managers with reports, projects and tasks as the business requires.
• Daily, weekly and monthly review of the base and evaluating the player's VIP status based on activity
• Support the growth of online gaming revenue through direct mail, telemarketing and networking with new, inactive and existing customers
• Work closely with other departments: CRM, Marketing, Customer Experience, Compliance, Product, and Content
• Expand existing VIP database and successfully maintain relationships with VIPs by creating player profiles, understanding player behavior, interests, and identifying/cultivating/on-boarding new VIPs
• Work with Marketing and the CRM team on the development of the group's overall VIP CRM strategy
• Work closely with Creative & Promotion teams on design of promotions for VIPs
• Review the VIP pages on NorthStar Bets and ensure information is kept up-to-date
• Build one-to-one relationships with top VIP players
• Represent NorthStar Gaming to the highest quality

Skills

• Professional and conscientious with superior customer experience skills
• Excellent interpersonal & communication skills, both written and verbal
• Ability to work towards SLA and KPI targets and prioritize accordingly.
• Ability to work in a fast-paced environment with shifting priorities and deliver results.
• Strong understanding of player segmentation, lifetime value modeling, and CRM analytics.
• Empathetic communicator who can balance commercial goals with responsible gambling principles.
• Comfortable using data dashboards and CRM tools (e.g. Power BI, IMS) to inform decisions.
• Confident and composed under pressure with excellent judgment.
• Ability to work independently with minimum supervision
• Driven and creative problem-solver who combines innovation with accountability and smart execution.
• Has ability to multi-task across numerous workstreams, ensuring timely execution and budget adherence.
• Team player, works cooperatively with people across levels, functions, culture, and geography to achieve shared goals
• Ability to successfully plan, execute, fully staff and host in-person events with clients.
• Analytical reasoning and ability to rationalize and prioritize the needs of the business and able to assess situations quickly and take appropriate steps to resolve them.

Required Education & Experience

• Bachelors' degree in Marketing, Communications or related field or equivalent combination of education and work experience.
• 3 years' Customer Support experience, preferably relationship-building experience with high-net-worth individuals and/or C-level executives
• Experience working within a regulated online gaming environment or similar compliance-driven industry.
• Demonstrated success in managing and growing a portfolio of high-value clients or accounts through personalized strategies.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Additional Requirements

• Must be available to work evenings and weekends to host and support events.
• Frequent local travel required, often with short notice.
• French speaking is an asset.

Preferred Experience

• 3+ years' experience in a VIP or Relationship Management role within online gaming, hospitality, luxury services, or professional sports.
• Strong understanding of casino and sports betting metrics.
• CRM experience an asset (IMS and/or Zendesk)
• Understanding of Ontario iGaming regulations and Responsible Gaming standards is a strong asset.
• Proven track record of driving customer engagement and retention through high-touch, data-informed relationship strategies.
• Deep passion for sports and/or wagering on sports.
• Familiarity with casino products (slots, table games, etc.).