VIP Manager

Pala Interactive is a full-service, real-money and social gaming technology provider and operator. Pala offer a full spectrum of games across all distribution channels (web, download, tablet & smartphone) which include casino, poker and bingo for real money and social gaming.

Pala’s strength is its relentless focus on high quality, high functioning, immersive software platforms run across high availability, high security, high transaction load infrastructure. Pala is a technology company at its heart and is committed to being a mobile first developer of real-money gaming applications.

Communicating with active, potential, and inactive VIPs, the VIP Manager will encourage increased play through strategic VIP planning. This will be accomplished through a range of CRM and one-to-one marketing initiatives, ensuring that we are maximizing yield, minimizing churn, and generating increased VIP play.

The successful candidate will play a key role in ensuring that our VIP customers receive an exceptional experience across all brands and products. You will act as the primary point of contact for our VIP customers and be responsible for building and maintaining strong relationships with them.

Responsibilities:

• Manage, develop and lead a team of VIP Hosts.

• Understand and monitor numbers and act accordingly.

• Pro-active by planning and coordinating new initiatives.

• Act as the first point of contact for all VIP customers, responding promptly and professionally to their queries and concerns.

• Build and maintain strong relationships with VIP customers, ensuring that they feel valued and appreciated.

• Collaborate with other departments, including but not limited to Marketing, Support, Finance and Security, to ensure that VIP customers receive a seamless experience and that their needs are met in a timely and efficient manner.

• Working with Marketing to deliver VIP programs across all brands and products, including acquisition, conversion, and retention.

• Communication with VIPs, and potential VIPs, to increase game play, loyalty and thus, increased revenue.

• Working off predefined weekly, monthly, and quarterly goals.

• Communicate and report VIP player performance to senior management.

• Regular analytical analysis of competitors and the customer landscape to ensure the competitiveness of the VIP program.

• Handle VIP customer complaints and escalate to relevant departments if necessary, ensuring that customers are satisfied with the resolution.

• Planning and management of land-based events, hospitality, and VIP hosting.

Requirements:

• Proven experience in a similar role, preferably in the online gaming or entertainment industry. Experience in land-based or online gaming not mandatory but an asset.

• At least 3 years of management or lead experience from online gaming

• We are looking for a self starter with ability to self motivate and use initiative while interacting with other departments and teams.

• High levels of interpersonal skills and ability to quickly build a rapport with customers.

• Must be able to work flexible hours as applicable.

• Experienced in telephone or chat both inbound and outbound – outbound sales or customer service experience is preferable.

• Comprehensive understanding of VIP's, marketing, CRM, and operations.

• Ability to accurately profile and segment VIP clients effectively.

• Confident, articulate, and tenacious communication style, both on the phone or in person, and in written format.

• Must be willing to complete regulatory licensing where necessary. This will involve due diligence checks on personal background.

• Role will require flexible hours, along with weekends.

Job Types: Full-time, Permanent

Benefits:

• Casual dress

• Dental care

• Disability insurance

• Extended health care

• Flexible schedule

• Life insurance

• On-site gym

• On-site parking

• Paid time off

• RRSP match

• Vision care

• Work from home

Schedule:

• Monday to Friday

• On call

Ability to commute/relocate:

• North York, ON: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in North York, ON