About the role:As the VIP Management Team Lead, you will direct a high-performing team of Account Managers dedicated to serving our platform's highest-value players. Acting as the critical operational bridge between your team and senior leadership, you will drive team performance, maximize high-value player retention, and ensure the execution of top-tier, personalized client experiences.
What you will do:- Drive strategic VIP player retention by analyzing portfolio performance, identifying growth opportunities, minimizing churn, and optimizing reinvestment strategies to maximize customer lifetime value
- Partner with senior leadership and cross-functional teams, including Marketing, CRM, Payments, and Support, to help shaping VIP strategy and deliver a seamless, high-quality player experience
- Lead the day-to-day operations and development of the VIP team, setting clear KPIs and expectations, providing regular coaching and feedback, and fostering accountability and career growth
- Lead by example in VIP relationship management, supporting the team with complex player situations and ensuring consistently high standards of service and execution
- Oversee and participate in premium VIP hospitality events, trips, and exclusive player experiences
- Act as the escalation point for compliance, risk, and integrity matters, ensuring adherence to AML, Anti-Fraud, and Responsible Gaming requirements
- Oversee Source of Funds/Source of Wealth (SOF/SOW) escalations, ensuring cases are handled efficiently, appropriately, and in line with regulatory requirements
What we're looking for: - 3-5+ years of experience leading teams in high-touch B2C environments, or 5+ years managing high-value client relationships
- Strong understanding of compliance frameworks, including AML, Anti-Fraud, and Responsible Gaming
- High emotional intelligence, with strong conflict-resolution, decision-making, and strategic judgment skills
- Confident working with CRM platforms, reporting and analytics tools, and account management systems
What we offer: - Discretionary bonus
- Premium Health insurance
- Career and skills development opportunities
- Fun and collaborative team environment
- Exclusive employee discounts and perks through Perkopolis
The salary range for this role is
CAD 100,000 to
CAD 125,000 per year, depending on experience, qualifications and location. Final compensation will be determined based on job related skills and business needs.
This is a new role within our team.
Additional InformationAt this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.
