Senior Manager of Key Account Retention

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games. 

Our Account Management team in Toronto is currently looking for a Senior Manager of Key Account Retention to join the team. 

As a Senior Manager of Key Account Retention, you'll be responsible for managing Lucky Land Slots retention-based Account Management teams. To develop and execute a strategy to ensure ROI on reinvestment and retention activities is maximised whilst promoting safe and sustainable play from our high value customers. Lead a culture that promotes creating WOW experiences for all high-value customers, surpassing their high expectations. Ensuring customers remain loyal and become advocates of Lucky Land Slots.

Key responsibilities will include:

• Develop a plan for strategic relationship management to address unique key player cohorts. Consider this an ongoing exercise, adjusting your approach to address changes in our player’s behaviour over time to address instances or suboptimal performance. (eg: reduced retention or margin decline within a particular cohort of customers)
• Lead a culture that drives unforgettable customer experiences for LuckyLand Slots’ most loyal customers.
• Ensure your team achieve and exceed player retention KPIs, as well as operate in line with a performance management framework
• Act as a player advocate with the Senior leadership team, providing the player insights required to develop robust business cases and provide recommendations on resourcing and product changes that will solve our most loyal player’s pain points.
• Develop the mentorship skills of team leads, ensuring they have the knowledge and resources required to effectively coach and develop their teams.
• Work in conjunction with the Customer Operations team to optimise the performance of the Account Management Team.

What you will bring to the role:

• 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 experience within a VIP Hosting or account management team, or in a consumer-facing organisation that demands the very best customer experience for the most demanding clients.
• Experience in online and offline events and hospitality is highly regarded.

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games. With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success. Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.  

But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things. 

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at www.vgw.co

VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process.  Please advise our Talent Acquisition Specialist in advance should accommodation be required. We encourage all qualified applicants to apply, however only those selected for further consideration will be contacted.