VIP Manager (Canada)

Rhino Entertainment i

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.

Reporting directly to the Country Manager -

Canada , you will support our key accounts, build meaningful relationships and deliver tailored VIP experiences. With a strong focus on customer engagement, you’ll be aware of everything relating to your customers' experience, pitch new promotions, support the planning and execution of VIP events and re‑engage customers in a professional, compliant, and responsible manner.

What your role will look like:

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

Build up the VIP portfolio from potential VIP players, into VIP players within the Canadian markets

Make outbound calls to potential VIP and VIP players with weekly engagement targets

Manage daily tasks, including inbound email replies, customer birthdays, withdrawals, and Source of Funds requests

Plan and execute VIP events and experiences

Collaborate with internal teams (VIP, Compliance, Payments, CRM, Operations/CS) 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

This isn’t your classic nine‑to‑five—our VIPs play when the rest of the world is winding down. We need someone who’s cool with a bit of schedule shuffle and understands that entertainment doesn’t clock out.

This role requires working on an Eastern Standard Time Zone (10:00–18:00hrs).

Qualifications:

Fluency in English

Understanding of French (spoken and written) would be considered an asset

Excellent communication skills across phone, email, and chat

Previous experience as a VIP Account Manager or in a similar customer‑facing role would be preferred, but not mandatory

Solid understanding of both Casino and Canadian sports markets

Strong analytical and problem‑solving skills

Ability to perform well in a fast‑paced, high‑pressure environment

Exceptional time management and organisational abilities

Passion for delivering top‑tier customer experiences

Team‑oriented with the ability to collaborate across departments

Energetic, personable, and creative with a positive attitude

What we offer:

Competitive salary based on your knowledge and experience

Quarterly performance bonus split on personal objectives and company performance

Yearly Wellness & Mindfulness allowance to support an active lifestyle

Diverse, dynamic, fun environment with happy and helpful colleagues

Learning and Development opportunities to invest in your personal development

Paid time off, including extra days for special life events

Referral bonus for helping us attract great talent

A great culture

Our Commitment to Diversity: We are proud to have so many diverse backgrounds, cultures, perspectives, and ideas represented within our Rhino community, which fuels an authentic workplace and a strong sense of belonging. This broad spectrum helps us achieve a supportive working environment where everyone can make the best use of their skills, free from discrimination or harassment. Diversity goes hand in hand with promoting equal opportunities for all current and future employees and at Rhino, we are committed to ensure fairness in our recruitment process.

Join us at Rhino Entertainment and unleash your full potential in a vibrant and rewarding career.

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