VIP Engagement Lead, iGaming (Calgary-based)

We are NeoPollard Interactive. Digitally born player-focused and proudly powering the most profitable iLottery programs in North America through our interactive games powerful gaming systems and comprehensive suite of player services.

We are innovative. From inception innovation has been the core of NPi. As one of the first iLottery platform providers in North America we laid the groundwork helping pioneer the introduction and successful launch of some of the first iLottery programs in the U.S. We deliver innovative solutions and cutting-edge technology to our partners with an industry-proven track record of revenue growth.

We are one-of-a-kind. The only Lottery supplier in North America exclusively focused on iLottery. We have one central focus; creating the most intuitive and fun iLottery experiences for players. Our sole focus drives our innovation and success in the iLottery space.

We are industry experts. Serving the largest share of U.S. Lotteries that currently sell online with a track record of powering iLottery success through our state-of-the-art technology top-performing game content and innovative and comprehensive iLottery services.

We are NPi. Join us.

WHAT YOU WILL DO

We are looking for a VIP Engagement Lead for Play Alberta in Calgary AB Canada who will be responsible for managing direct relationships with highvalue players delivering personalized service that drives loyalty retention and longterm value. This role owns a portfolio of individual player accounts ensuring each player receives tailored engagement timely support and proactive outreach. The Host will also represent the brand at VIP events and host select players at inperson experiences across Albertaprimarily in addition this role supports CRM initiatives contributes to segmentation and campaign execution and provides insights that strengthen the overall VIP strategy.

• Lead the planning scheduling logistics and day-to-day coordination of the local VIP team ensuring effective coverage operational efficiency and alignment with business objectives.
• Manage the local market budget including events player hospitality travel and promotional expenses while monitoring performance and identifying opportunities to maximize ROI and market growth.
• Oversee and support the local market strategy by analyzing player activity market trends and competitor insights while providing leadership and guidance to the local VIP team to drive engagement retention and compliance with responsible gaming standards.
• Manage a portfolio of VIP and highvalue players building strong trustbased relationships through personalized communication and proactive outreach.
• Host and attend VIP events in Calgary and the surrounding areas ensuring exceptional hospitality and memorable player experiences.
• Monitor individual player performance including activity trends preferences and risk indicators to maximize lifetime value and retention.
• Develop tailored engagement plans for assigned players including rewards offers and reactivation strategies.
• Assist with CRM activities including segmentation campaign execution and playerlevel reporting.
• Identify opportunities for upsell crosssell and increased engagement based on player behavior and data insights.
• Resolve player issues and escalations promptly and professionally coordinating with internal teams when needed.
• Collaborate with Marketing VIP Management and Compliance to ensure all interactions and offers align with regulatory requirements and responsible gaming standards.
• Track and report on key metrics including player activity satisfaction and account performance.
• Stay informed on industry trends competitor offerings and regional player preferences to enhance engagement strategies.
• Ensure compliance with responsible gaming policies and jurisdictional regulations.
• Other duties as assigned

WHAT YOU WILL BRING

• 5 years of experience in online gaming hospitality customer success or a relationshipdriven role.
• Previous leadership experience preferred
• Strong interpersonal and communication skills with the ability to build rapport quickly.
• Experience managing highvalue 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 and identify actionable insights.
• 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 Calgary
• Highly organized proactive and capable of managing multiple player relationships simultaneously.
• Commitment to responsible gaming and adherence to regulatory guidelines.

WHY WORK AT NPI
We hire the best.

We prioritize innovation.

We support and empower our team.

Join us as we continue to shape the future of the iLottery industry by delivering players favorite games across all channels and driving outstanding returns for good causes.

Our team member benefits include

Comprehensive Health Vision and Dental Insurance

Life Insurance & AD&D Insurance

Generous RRSP Contribution

Paid Vacation and Personal Time

Wellness and Employee Assistance Program (EAP)

Company-Provided Laptop and Cellphone

Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the NPi Leadership Academy for Emerging Leaders)

Quarterly Profit-Sharing Program for All Employees Who Have Completed Six Months of Continuous Service

Paid Parental Leave Program

ABOUT NEOPOLLARD INTERACTIVE

Born in the digital domain NeoPollard Interactive LLC (NPi) is an award-winning supplier of best-in-class iLottery solutions to the North American lottery market. Serving the largest share of U.S. lotteries that currently sell online NPi helped pioneer the successful introduction of iLottery in the U.S. and is North Americas proven partner of choice to enable regulated lotteries to design and deploy complex gaming solutions in support of generating incremental revenue for good causes through the online channel. NPi offers cutting-edge technology a full suite of managed services and the industrys top-performing game content as part of its innovative and comprehensive approach to partnering for iLottery success. Jointly owned by Pollard Banknote Limited (TSX: PBL) and NeoGames S.A.(Nasdaq: NGMS)both globally recognized industry leadersNPi powers the most profitable iLottery programs. Visit us at .

Employment Type : Full-Time
Experience: years
Vacancy: 1