Reports to: Head of Operations / Country Manager (Canada)
Department: VIP
Type: Full-time, Permanent
Company Description:
Goldrush Gaming Group is a leading and innovative player in the gaming and entertainment industry. We specialize in providing immersive, next-generation gaming experiences through a diverse portfolio of high-quality games and cutting-edge technology. Our mission is to deliver exceptional entertainment that engages players while maintaining a commitment to responsible gaming practices. With a focus on creativity, customer satisfaction, and technological advancements, Goldrush Gaming Group strives to redefine the future of gaming. Be part of a forward-thinking company that fosters growth, innovation, and success in an exciting industry. We are seeking passionate, self-motivated, and driven individuals to join our dynamic team.
Role Summary:
Founding hire who starts as the sole VIP Host + Manager. You will personally manage the VIP book, stand up the VIP program (SOPs, offers, tooling, reporting), then recruit and lead a team, while working hand-in-hand with the South Africa–based VIP and CRM teams to co-design custom offers, align with group playbooks, and report into the broader team and company structures (Operations, CRM, Finance, Executive).
Ongoing Responsibilities
- Maintain strong player relationships and deliver exceptional, proactive VIP service.
- Approve and monitor high-value offers and comps, ensuring positive ROI and compliance.
- Oversee all regulatory documentation (RG, affordability, EDD/PEP/SOW) with zero-defect execution.
- Deliver daily, weekly, and monthly reporting into SA Operations, CRM, and Executive teams.
- Co-own custom offer engines and post-mortem analyses with SA CRM.
- Act as a cross-functional bridge between Payments, Risk, CS, Product, and BI teams.
Must-Have Qualifications
- Ontario iGaming VIP experience: 2+ years at an AGCO/iGO-regulated operator managing high-value players and mentoring hosts.
- Deep understanding of Responsible Gaming (RG), AML/FINTRAC, marketing, and privacy standards, with a proven track record of compliant VIP practices.
- Hands-on experience in CRM/loyalty execution (segmentation, journeys, A/B testing) and strong analytics/Excel skills.
- Exceptional communication and stakeholder management across time zones and departments.
- Proven ability to perform as both individual contributor and leader in a fast-paced, build-mode environment — with flexibility for after-hours coverage.
Nice-to-Haves
- Event or hospitality execution experience.
- Bilingual English/French proficiency.
Phased Approach
- Manage your own VIP book: inbound/outbound engagement, reactivation, retention, and escalations.
- Build the VIP Playbook: contact cadences, talk tracks, comp matrix, and offer guardrails.
- Stand up SOPs & QA for calls, chats, and emails; create CRM templates and tagging logic.
- Launch reporting frameworks: daily deposit/withdrawal activity, weekly competitor scan, and monthly ROI reports for executives.
- Collaborate with South Africa–based VIP & CRM teams to localize offers within AGCO compliance standards.
- Partner with Risk/AML and Payments for approvals, due diligence, and audit trails.
- Define dashboards and KPIs with BI; create next‑best‑action and pipeline tracking views.
- Key Performance indicators: Response and callback SLAs for new VIPs, reactivation rate of dormant accounts, deposit frequency among active VIPs, VIP NGR/margin uplift vs. baseline, zero compliance incidents
Phase 1: First Hires
- Recruit and onboard 1–2 VIP Hosts, setting coverage hours, SLAs, and performance targets.
- Train hosts on compliance, QA, and player management standards.
- Introduce tiering, segmentation, and automated journeys with the CRM team.
- Refine offer economics and retention models alongside SA CRM.
Phase 2 — Scale
- Expand the team to 3–5 Hosts; establish incentive plans and career paths.
- Launch compliant VIP experiences (events, hospitality) within regulatory guardrails.Evolve playbooks, limits, and communications in collaboration with Canadian and SA marketing/CRM teams.
- Key Performance indicators: Retention/reactivation rates by tier, ARPPU and revenue per host, withdrawal turnaround times, VIP CSAT/NPS scores, compliance audit pass rate
Tools & Platforms
- CRM/loyalty: Smartico, Optimove, or similar.
- Excel and BI dashboards.
Eligibility & Compliance
- Must be eligible to work in Canada and able to obtain/maintain AGCO/iGO registrations.
Compensation
- Competitive base salary + performance bonus.
- Benefits package and on-call allowance.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Industries
Gambling Facilities and Casinos
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