VIP Manager (Canada)

Rhino Entertainment Group • Quebec, QC

6d • Hybrid

About The Position

Rhino Entertainment is seeking a motivated and customer-focused VIP Manager to support the Canadian market. This role involves proactive outreach, player engagement, and sales-driven tactics to reactivate lapsed players, retain high-value customers, and drive revenue growth through personalized communication. Reporting to the Country Manager - Canada, you will manage key accounts, build relationships, and deliver tailored VIP experiences. Responsibilities include providing personalized support in English and French, building the VIP portfolio, making outbound calls to meet engagement targets, managing daily tasks like emails and withdrawals, planning VIP events, collaborating with internal teams, analyzing player behavior, acting as a brand ambassador, and ensuring compliance with responsible gambling practices. The role requires flexibility with working hours, including evenings and weekends, and operates on an Eastern Standard Time Zone schedule (10:00–18:00hrs).

Requirements

• Fluency in English
• Excellent communication skills across phone, email, and chat
• A solid understanding of both Casino and Canadian sports markets
• Strong analytical and problem-solving skills
• An ability to perform well in a fast-paced, high-pressure environment
• Exceptional time management and organisational abilities
• Passion for delivering top-tier customer experiences
• Team-oriented with the ability to collaborate across departments
• Energetic, personable, and creative with a positive attitude

Nice To Haves

• An understanding of French (spoken and written) would be considered an asset
• Previous experience as a VIP Account Manager or in a similar customer-facing role would be preferred, but not mandatory

Responsibilities

• Provide personalized support to VIP players in English and French across multiple communication channels, including phone, WhatsApp, chat, and email
• Build relationships with high-value customers by providing exceptional customer service
• Building up the VIP portfolio from potential VIP players, into VIP players within the Canadian markets
• Make outbound calls to potential VIP and VIP players with weekly engagement targets
• Manage daily tasks, including inbound email replies, customer birthdays, withdrawals, and Source of Funds requests
• Planning and execution of VIP events and experiences
• Collaborate with internal teams (VIP, Compliance, Payments, CRM, Operations/CS) to ensure smooth resolution of complex issues
• Analyse player behaviour and trends to produce insights and strategic reports
• Act as a brand ambassador upholding Rhino Entertainment’s values and delivering top-tier service with a player-first mindset
• Ensure compliance with internal policies and external regulations, balancing customer care with responsible gambling practices
• Manage ad hoc tasks and reporting as required by the business

Benefits

• Competitive salary based on your knowledge & experience
• Quarterly performance bonus split on personal objectives and company performance
• Yearly Wellness & Mindfulness allowance to support an active lifestyle
• Diverse, dynamic, fun environment with happy and helpful colleagues
• Learning & Development opportunities to invest in your personal development
• Paid time off, including extra days for special life events
• Referral Bonus
• Great culture

What This Job Offers

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