VIP Engagement Lead, iGaming (Calgary-based)

NeoPollard Interactive • Calgary, AB

12h • Onsite

About The Position

We are NeoPollard Interactive. Digitally born, player-focused, and proudly powering the most profitable iLottery programs in North America through our interactive games, powerful gaming systems, and comprehensive suite of player services. We are innovative. From inception, innovation has been the core of NPi. As one of the first iLottery platform providers in North America, we laid the groundwork — helping pioneer the introduction and successful launch of some of the first iLottery programs in the U.S. We deliver innovative solutions and cutting-edge technology to our partners with an industry-proven track record of revenue growth. We are one-of-a-kind. The only Lottery supplier in North America exclusively focused on iLottery. We have one central focus; creating the most intuitive and fun iLottery experiences for players. Our sole focus drives our innovation and success in the iLottery space. We are industry experts. Serving the largest share of U.S. Lotteries that currently sell online with a track record of powering iLottery success through our state-of-the-art technology, top-performing game content, and innovative and comprehensive iLottery services. We are NPi. Join us.

Requirements

• 5+ years of experience in online gaming, hospitality, customer success, or a relationship‑driven role.
• Strong interpersonal and communication skills with the ability to build rapport quickly.
• Comfortable hosting events, meeting players in person, and representing the brand professionally.
• Strong analytical mindset with the ability to interpret player data and identify actionable insights.
• Familiarity with CRM systems, player segmentation, and lifecycle management.
• Ability to work flexible hours, including evenings or weekends for events.
• Must be based in Alberta or willing to travel regularly in Edmonton.
• Highly organized, proactive, and capable of managing multiple player relationships simultaneously.
• Commitment to responsible gaming and adherence to regulatory guidelines.

Nice To Haves

• Previous leadership experience preferred
• Experience managing high‑value customers or VIP accounts is an asset.

Responsibilities

• Lead the planning, scheduling, logistics, and day-to-day coordination of the local VIP team, ensuring effective coverage, operational efficiency, and alignment with business objectives.
• Manage the local market budget, including events, player hospitality, travel, and promotional expenses, while monitoring performance and identifying opportunities to maximize ROI and market growth.
• Oversee and support the local market strategy by analyzing player activity, market trends, and competitor insights, while providing leadership and guidance to the local VIP team to drive engagement, retention, and compliance with responsible gaming standards.
• Manage a portfolio of VIP and high‑value players, building strong, trust‑based relationships through personalized communication and proactive outreach.
• Host and attend VIP events in Calgary, and the surrounding areas, ensuring exceptional hospitality and memorable player experiences.
• Monitor individual player performance, including activity trends, preferences, and risk indicators, to maximize lifetime value and retention.
• Develop tailored engagement plans for assigned players, including rewards, offers, and reactivation strategies.
• Assist with CRM activities, including segmentation, campaign execution, and player‑level reporting.
• Identify opportunities for upsell, cross‑sell, and increased engagement based on player behavior and data insights.
• Resolve player issues and escalations promptly and professionally, coordinating with internal teams when needed.
• Collaborate with Marketing, VIP Management, and Compliance to ensure all interactions and offers align with regulatory requirements and responsible gaming standards.
• Track and report on key metrics, including player activity, satisfaction, and account performance.
• Stay informed on industry trends, competitor offerings, and regional player preferences to enhance engagement strategies.
• Ensure compliance with responsible gaming policies and jurisdictional regulations.
• Other duties as assigned

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed