Senior Manager of Account Management at VGW

VGW, an interactive entertainment company, is seeking a Senior Manager of Key Account Retention to manage its Lucky Land Slots retention-based Account Management teams in Toronto. The Senior Manager will develop and execute strategies to maximize ROI on reinvestment and retention activities while promoting safe play from high-value customers.

The role involves leading a culture that creates memorable experiences for high-value customers, ensuring their loyalty and advocacy for Lucky Land Slots.

• Develop strategic relationship management plans for key player cohorts.
• Lead a culture focused on delivering exceptional customer experiences for LuckyLand Slots' most loyal customers.
• Ensure the team meets and exceeds player retention KPIs.
• Act as a player advocate, providing insights to senior leadership.
• Develop the mentorship skills of team leads.
• Collaborate with the Customer Operations team to optimize Account Management Team performance.

• At least 5 years of direct people management & leadership experience, ideally managing a large team
• Demonstrated experience managing other people managers
• Demonstrated experience working with senior stakeholders
• Several years of experience within a VIP Hosting or account management team, or in a consumer-facing organization that demands excellent customer experience for demanding clients.
• Experience in online and offline events and hospitality is highly regarded.

• A diverse and inclusive work environment.
• Flexibility to balance personal and career life.
• Opportunities for learning and career advancement.
• Competitive compensation, perks, and benefits.
• Fun workplace with social events and gatherings.