Team Lead – Account Management in Toronto

This role is for a 12 months Fixed Term Contract. VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games. We have an exciting opportunity to join our Account Management team in Toronto.

The role is responsible for providing mentorship and guidance to team members within the Account Management Team, developing them into a group of strategic player development experts, capable of fostering and sustaining strong relationships. Ensure your team prioritises customer development and retention whilst adhering to our obligations in compliance, risk & player protection spaces.

As a vital part of the leadership team, support initiatives aimed at building and improving the broader Account Management department align team efforts with organisational goals while handling administrative tasks to ensure smooth operations and peak performance.

WHAT YOU'LL DO:

• Player Retention: Utilize KPIs to manage and track portfolio performance for the Account Management team and develop strategies to increase player retention. Work closely with the department’s centrally created reports in order to identify and articulate trends or opportunities for improvement within your team’s portfolios. Evaluate the growth and retention performance of player portfolios overseen by teams, identifying areas for improvement and growth opportunities. Document trends impacting high value player churn or dissatisfaction, providing this insight to the wider business in order to identify and support opportunities for player experience improvements. Leverage your advanced relationship building capabilities to support your team in making strategic decisions in order to grow and retain our highest value players. Understand business objectives and player needs to provide strategic solutions and drive growth and retention initiatives. Establish strong relationships and resolve complex player escalations. Oversee account closures, ensure accurate reason codes and maintain records of all closed accounts. Regularly assess reinvestment strategies and player gifting to optimize player retention.
• Compliance: Display an advanced understanding of compliance and risk concepts and act as an escalation point for your team for their concerns. Be aware of risks and look for opportunities to obviate and manage them within the team. Ensure adherence to compliance standards such as Anti-Fraud, AML and Responsible Social Gameplay. Identify high-risk cases for further escalations including legal disputes, RSG, AML, MLRO and Anti-Fraud. Mitigate risks by ensuring player communications are handled in line with internal processes within established timelines. Ensure chargebacks, RSG and SoW escalations are resolved promptly and effectively.
• Leadership: Demonstrate integrity, accountability and professionalism and act as a role model for all team members. Frequently act as a facilitator and formal team leader in promoting and displaying not only account management strategies but also business model knowledge, compliance rules. Represent the team to other business units to get results and build relationships with internal shareholders. Be a part of the collaborative larger Account Management leadership team driving a positive culture within the department and supporting initiatives and projects to drive improvements in the broader department. Lead and manage key projects, ensuring timely delivery and alignment with business objectives. Address and resolve conflicts that may arise within the team to foster a collaborative environment.
• Manage a High Performing Team: Cultivate a culture of excellence by monitoring core Key Performance Indicators (KPIs), spearheading regular account management skills enhancement sessions, and providing subject matter training. Facilitate engaging discussions with your team and their direct reports, focusing on tailored development opportunities to refine their expertise and retain top talent. Assume responsibility, by extension, for the experience of all players managed by your direct reports, ensuring a seamless and positive interaction. Uphold a consistent standard of performance expectations, fostering accountability within the team, which encompasses regular reviews of team member communications and output. Lead, mentor and ongoing development for employees to ensure high performance and employee engagement. Provide ongoing coaching and training to team members with a focus on delivering exceptional player experiences and achieve growth and retention targets. Conduct regular meetings and skill sharing sessions with the team to deliberate on account management strategies. Monitor and evaluate performance of team members, providing timely constructive feedback and recognizing individual achievements. Offer guidance through challenging situations as they arise within their player portfolios.

WHAT YOU'LL BRING:

• 5+ years demonstrated B2C relationship management experience or 3-5 years experience in Team Management.
• Demonstrated effectiveness at advanced level relationships building, B2C advantageous.
• Demonstrated proficiency using various software and technology platforms, including CRM database management experience.
• Demonstrates client focused approach with high level emotional intelligence.
• Ability to understand the implications of actions and make recommendations for solutions.

Others:

• Hybrid work set-up: requires two days in the office.
• Work schedule: Mon to Fri from 9am to 6pm.

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.