VIP Team Lead | Betty CA

The role

You will lead a team of VIP Account Managers to deliver personalized experiences to high-value players. You will be accountable for the performance, development, and effectiveness of the Account Management team and the VIP business.

What you will do

• Lead, coach, mentor, and develop a team of VIP Account Managers.
• Set clear goals and performance expectations.
• Own the overall performance and health of the team's VIP portfolios.
• Monitor revenue, retention, engagement, and player-health metrics.
• Translate performance data into actionable strategies to retain players and grow player value.
• Ensure rewards, incentives, gifts, and VIP experiences are used strategically.
• Ensure adherence to AML, Source of Funds, affordability, and player-wellbeing requirements.
• Drive operational excellence by monitoring productivity, service levels, portfolio coverage, and quality.
• Work with cross-functional partners to improve the VIP experience and proposition.
• Travel as required to support VIP events, team operations and broader business needs.

Required qualifications

• 4+ years of experience in VIP Account Management, high-value customer management, premium hospitality, online gaming, or a comparable customer-focused environment.
• Demonstrated people-management experience.
• Strong coaching and people-development skills.
• Strong understanding of the online gaming/iGaming industry and the dynamics of managing high-value players.
• Strong commercial acumen and an understanding of the relationship between player activity, revenue, rewards, retention, and profitability.
• Excellent analytical skills with the ability to interpret player and portfolio performance data and turn insights into action.
• Strong Excel and reporting capabilities.
• Confident managing difficult conversations, escalations, and complex player situations.
• Willing and able to travel as required to support VIP events, team operations and broader business needs.

Nice to have

• preferably leading Account Managers, relationship managers, or customer-facing teams

Benefits

• Competitive salary
• Premium Health insurance
• Career and skills development opportunities
• Fun and collaborative team environment
• New modern office space

About the company

Betty is an innovative entertainment company pioneering at the intersection of real-money online casinos and casual mobile gaming. Betty Canada is a scale up company accredited by the Alcohol and Gaming Commission of Ontario (AGCO) as a B2C operator.