VIP Program Manager

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

📋 Description

• Accountable for spearheading the company’s strategy for high‑value players.

• Supervise a team of Player Engagement Specialists responsible for managing individual VIP relationships.

• Take ownership of the VIP program’s complete P&L, fostering revenue growth, retention, and lifetime value through data-informed decisions and tailored engagement initiatives.

• Craft and implement the overall VIP strategy, enhance player segmentation, and uphold outstanding service standards that bolster loyalty and maximize profitability.

• Lead and nurture a team of Player Engagement Specialists, offering coaching, performance management, and strategic guidance.

• Manage the VIP program P&L, which includes forecasting, budgeting, and meeting revenue and margin objectives.

• Develop and refine the VIP strategy, focusing on segmentation, rewards, promotions, and lifecycle management.

• Examine player behavior and performance metrics to discover opportunities for growth, retention, and reactivation.

• Collaborate with Marketing, Product, Compliance, and Operations to ensure the smooth execution of VIP initiatives and adherence to regulatory standards.

• Create personalized engagement plans for top‑tier players, ensuring high‑touch service and proactive relationship management.

• Monitor competitive trends and industry best practices to continuously enhance the VIP offering.

• Manage escalations and complex player issues, ensuring timely and efficient resolution.

• Report on KPIs, such as player value, churn, team performance, and program ROI.

• Ensure adherence to responsible gaming policies and jurisdictional regulations.

• Perform additional duties as assigned.

⛳️ Requirements

• Minimum of 5 years of experience in online gaming, iGaming, hospitality, or a similar customer-focused industry.

• Proven track record in managing VIP, loyalty, or high‑value customer programs.

• Strong leadership experience with a focus on managing and developing teams.

• Demonstrated capability to manage P&L, create forecasts, and make data-driven choices.

• In-depth understanding of player behavior, segmentation, and lifecycle management.

• Exceptional communication, negotiation, and relationship-building skills.

• Strong analytical skills with proficiency in CRM tools, reporting platforms, and Excel/Sheets.

• Ability to excel in a fast-paced, highly regulated environment.

• Experience collaborating cross-functionally with marketing, product, and compliance teams.

• Passionate about delivering outstanding customer experiences and driving measurable business outcomes.

🏝️ Benefits

• Comprehensive Health, Vision, and Dental Insurance.

• Life Insurance & AD&D Insurance.

• Generous RRSP Contribution.

• Paid Vacation and Personal Time.

• Wellness and Employee Assistance Program (EAP).

• Company-Provided Laptop and Cellphone.

• Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the NPi Leadership Academy for Emerging Leaders).

• Quarterly Profit-Sharing Program for All Employees Who Have Completed Six Months of Continuous Service.

• Paid Parental Leave Program.