Experience Manager (Ontario)

Ventures Lab

8d•Remote

About The Position

As a MyMiki Experience Manager, you will be responsible for building and nurturing relationships with players, designing their experience with the company, and driving improvements to the customer experience at Miki Ontario. This role is a unique opportunity to be the first VIP hire at Miki Ontario, helping to establish the playbook and standards for the VIP program. You will focus on understanding player needs, providing personalized offers, acting as a direct point of contact for player inquiries and escalations, and ensuring a seamless and positive customer journey. A key aspect of this role is also integrating Responsible Gambling practices into the player experience.

Requirements

Experience in VIP account management, high-touch customer relationships, or iGaming operations.
Ability to build trust with clients who have multiple options for their business.
Comfort owning outcomes for a book of players, not just executing tasks.
Strong judgment skills for making decisions in ambiguous situations without a script.
Comfort with building processes and systems from scratch.
Familiarity with Ontario's regulatory environment, including AGCO requirements and Responsible Gambling standards.
Based in Ontario.

Responsibilities

Manage day-to-day relationships for assigned players, from initial contact through all tiers.
Conduct proactive outreach based on player data (deposit velocity, session frequency, wager trends, tenure) to engage players before they require support.
Curate personalized bonuses and missions tailored to individual player behavior.
Serve as the primary point of contact for players regarding payment escalations, tier inquiries, and general check-ins.
Acknowledge and act on significant player moments such as birthdays, wins, and anniversaries to build loyalty.
Nominate players for live experiences based on a deep understanding of their preferences.
Log all interactions in Salesforce to ensure smooth transitions during promotions, shift changes, or customer support handoffs.
Continuously identify opportunities to improve the overall customer experience, user-friendliness of the site, and offerings.
Integrate Responsible Gambling practices and identify players who may need support, liaising with the RG team while remaining the player's point of contact.