VIP Manager (Canada)
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.
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
- Building 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
- Planning and execution of 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’s winding down. We need someone who’s cool with a bit of schedule shuffle and gets that entertainment doesn’t clock out.
This role requires working on an Eastern Standard Time Zone (10:00–18:00hrs) ,