VIP Reactivation Manager

Legendz•Mississauga, ON

4d•Hybrid

About The Position

Legendz is looking for a VIP Reactivation Manager to join our VIP team. This role is focused on owning and managing the portfolio of offboarded VIP players, identifying sustainable reactivation opportunities and ensuring a responsible, long-term approach to player retention. You will act as the bridge between churned players and the active VIP team, carefully assessing player behaviour, engagement patterns, and responsible gaming considerations before recommending any player for re-entry into active VIP management. Your success will be measured not by short-term activity, but by the quality and sustainability of the relationships you help rebuild. This is an opportunity to shape a critical stage of the VIP lifecycle, work closely with commercial and VIP teams, and have a direct impact on player retention and long-term value.

Requirements

3+ years of experience in VIP management, retention, CRM, or player lifecycle management within social casino, gaming, or iGaming environments.
Strong understanding of VIP player behaviour, segmentation, churn patterns, and responsible gaming principles.
Experience managing portfolios and executing personalized player engagement strategies.
Excellent communication skills with a consultative approach and the ability to build trust with high-value players.
Highly analytical with strong attention to detail and proficiency with CRM and reporting tools.
Ability to balance commercial objectives with player protection and long-term sustainability.

Responsibilities

Own and manage the portfolio of offboarded VIP players, monitoring churn reasons, cooling-off periods, and reactivation opportunities.
Conduct consultative outreach to former players, introducing new features, loyalty initiatives, and personalized value propositions aimed at sustainable re-engagement.
Assess and categorize churned players into clear cohorts, distinguishing temporary fatigue from Responsible Social Gaming restrictions and exclusions.
Serve as the gatekeeper for player reactivation, ensuring only healthy and sustainable players are transitioned back to VIP Account Managers.
Collaborate with VIP Account Managers to develop tailored win-back initiatives that reward loyalty while avoiding aggressive promotional strategies.
Uphold Responsible Social Gaming standards and ensure players subject to timeouts or self-exclusion remain excluded from all promotional activity.