VIP Account Manager - Canada

Location: Remote (Canada or North America)

About WPT Global

Since WPT’s inaugural high-stakes televised poker games in 2003, the brand has symbolised poker prominence. Transitioning from its renowned live events, WPT Global currently pioneers an avant-garde online platform.

Our brigade comprises Silicon Valley stalwarts, data virtuosos, gaming connoisseurs, and many more. Our mission? Crafting a poker game that’s as exhilarating to spectate as it is to play, regardless of one's expertise.

The Role

As our VIP Manager, you will be tasked with building strong, trust-based relationships with our VIP customers. You will provide top-notch service, handling customers' queries — including those outside of regular business hours — and closely monitoring customer behaviours and interests to consistently meet expectations.

• Minimum 2 years of experience as a VIP (account) manager in the iGaming industry
• Expert knowledge of your market and its demographic
• Strong commercial background with a proven track record of exceeding targets and generating revenue
• Key skills including customer acquisition and retention, relationship building, and strategic management
• Excellent communication skills
• Advanced to fluent English language proficiency, both written and spoken
• Experience with CRM or Business Intelligence tools is a plus
• Ability to travel to meet VIP customers at special events

Responsibilities

• Building trust and establishing strong relationships with VIP customers
• Handling customers’ day-to-day queries, even out of hours, to provide top-tier service
• Monitoring VIP customer behaviour and interests, ensuring customer expectations are consistently met
• Keeping regular contact with customers through various channels (phone, email, messengers)
• Requesting data and generating reports to accurately analyse and review performance
• Liaising with other departments to work efficiently towards the company’s objectives
• Contributing to the development of a comprehensive VIP programme for WPT Global

Preferred Qualifications

• Experience in the online gaming or gambling industry
• Based in Canada or other regions of North America
• Proficiency in the use of CRM tools
• A proven track record of excellent customer service