VIP Manager - Canada - Remote

Overview

Rhino Entertainment is looking for a highly motivated, customer-focused VIP Manager to join our team and support the Canadian market. In this role, your main focus will be proactive outreach and player engagement, using sales-driven tactics to reactivate lapsed players, retain high-value customers, and drive revenue growth through personalised communication.

In Short

• Provide personalised 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
• Make outbound calls to 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) 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

Requirements

• Strong customer service skills
• Bilingual in English and French
• Experience in VIP management or similar roles
• Excellent communication skills
• Ability to work in a fast-paced environment
• Strong analytical skills
• Understanding of compliance and responsible gambling practices
• Proficient in using communication tools (phone, chat, email)
• Event planning experience
• Team collaboration skills

Benefits

• Competitive salary
• Opportunity to work with a dynamic team
• Flexible working hours
• Professional development opportunities
• Employee discounts and perks
• Health and wellness programs
• Supportive work environment
• Opportunity to engage with high-value clients
• Work in the gaming industry
• Chance to make a significant impact