VIP Engagement Lead, iGaming (Edmonton-based)
On-site · Edmonton, Alberta, Canada
Job Summary
VIP Engagement Lead in Edmonton, Canada responsible for managing direct relationships with high-value players, delivering personalized service to drive loyalty, retention, and lifetime value. Owns a portfolio of VIP/high-value accounts, provides tailored engagement, proactive outreach, and represents the brand at VIP events and in-person experiences across Alberta (primarily Edmonton). Supports CRM initiatives, segmentation and campaign execution, and offers insights to strengthen the VIP strategy. Leads local VIP team planning, budgeting for events and hospitality, analyzes player activity and market trends, develops tailored engagement plans with rewards and reactivation strategies, and ensures compliance with responsible gaming standards. Partners with Marketing, VIP Management, and Compliance to ensure compliant interactions and reporting.
Required Qualifications
- 5+ years of experience in online gaming, hospitality, customer success, or a relationship-driven role.
- Leadership experience preferred
- Strong interpersonal and communication skills
- Experience managing high-value customers or VIP accounts is an asset
- Comfortable hosting events, meeting players in person, and representing the brand professionally
- Strong analytical mindset with the ability to interpret player data
- 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
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