Experience Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage daily relationships for designated players, from initial outreach to tier advancement.

• Perform proactive outreach utilizing segmentation lists and Player Insights signals.

• Create tailored bonuses and missions for players.

• Act as the primary contact for payment escalations, tier inquiries, and routine check-ins.

• Monitor and respond to birthdays, significant wins, anniversaries, and other loyalty milestones.

• Recommend players for suitable live experiences.

• Document every interaction in Salesforce to ensure seamless transitions.

• Recognize opportunities to enhance the customer experience and site usability.

• Report Responsible Gambling issues to the RG team while remaining the player's main point of contact.

• Develop the VIP program's relationships, operational processes, and standards as the inaugural VIP hire at Miki Ontario.

• Oversee performance metrics related to VIP retention, response times, and Smartico Mission Engagement.

⛳️ Requirements

• Proven experience in VIP account management, high-touch customer relations, or iGaming operations.

• Confidence in managing outcomes for a portfolio of players.

• Ability to make sound judgments amidst uncertainty.

• Ease in building systems from the ground up.

• Knowledge of Ontario's regulatory landscape, including AGCO requirements and Responsible Gambling standards.

• Residency in Ontario is required.

• Expected to start late morning and be available to assist customers during peak demand.

• Capability to meet response-time expectations: 15 minutes during shifts and 8 hours when out of the office.

• Proficiency in Smartico, Salesforce, Slack, Confluence, Google Suite, Internal Back Office, and PowerBI.

🏝️ Benefits

• Annual bonus linked to quarterly KPIs.

• Vacation: 20 days, plus statutory holidays.

• Currently 100% remote, with potential for a hybrid model in the future.