VIP Program Manager
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, iGaming, hospitality, or a related customer‑centric industry.
- Proven experience managing VIP, loyalty, or high‑value customer programs.
- Strong leadership background with experience managing and developing teams.
- Demonstrated ability to manage P&L, build forecasts, and make data‑driven decisions.
- Deep understanding of player behavior, segmentation, and lifecycle management.
- Excellent communication, negotiation, and relationship‑building skills.
- Strong analytical mindset with proficiency in CRM tools, reporting platforms, and Excel/Sheets.
- Ability to thrive in a fast‑paced, highly regulated environment.
- Experience working cross‑functionally with marketing, product, and compliance teams.
- Passion for delivering exceptional customer experiences and driving measurable business results.
Nice To Haves
- Occasional travel required
Responsibilities
- Lead and develop a team of Player Engagement Specialists, providing coaching, performance management, and strategic direction.
- Own the VIP program P&L, including forecasting, budgeting, and delivering against revenue and margin targets.
- Design and refine the VIP strategy, including segmentation, rewards, promotions, and lifecycle management.
- Analyze player behavior and performance metrics to identify opportunities for growth, retention, and reactivation.
- Collaborate with Marketing, Product, Compliance, and Operations to ensure seamless execution of VIP initiatives and adherence to regulatory requirements.
- Develop personalized engagement plans for top‑tier players, ensuring high‑touch service and proactive relationship management.
- Monitor competitive trends and industry best practices to continuously evolve the VIP offering.
- Oversee escalations and complex player issues, ensuring timely and effective resolution.
- Report on KPIs, including player value, churn, team performance, and program ROI.
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
