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Added 2 mins ago
JR
Assistant manager, hotel
Jolly Roger Inn & Resort
North Seguin, ON
- $37.64 to $39.64 CAD / hour
- Full-time
- On-site
Negotiate with clients for the use of facilities
Added 4 mins ago
Landscape Designer
City of Vancouver
Vancouver, BC
…including but not limited to new and renewed outdoor sport field facilities, new parks, dog off leash areas, small plazas, and park and playground renewal programs. The Landscape Designer…
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Residence Attendant
City of Vancouver
Vancouver, BC
…decisions or required follow up are referred to the Residence Manager (RM). The work of the incumbent is reviewed in terms of the contribution to smooth operational outcomes of the facility…
Added 6 mins ago
CP
Banquet manager
Crown Palace
Surrey, BC
- From $39 CAD / hour
- Full-time
- On-site
Negotiate with clients for catering or use of facilities
Added 34 mins ago
NW
Project Engineer-Evolve Recycling
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Brantford, ON
- Full-time
…manufacturers in the world. The company owns and operates manufacturing facilities in Canada (British Columbia, Ontario, & Quebec), in the USA (Texas), and in China. Their products are…
Added 36 mins ago
BT
Restaurant manager
Ben Thanh Viet Thai Restaurant
Cambridge, ON
- From $50 CAD / hour
- Full-time
- On-site
Negotiate with clients for catering or use of facilities
Added 37 mins ago
KE
Food services manager
Krawchuk Enterprises Inc.
Victoria, BC
- From $27.69 CAD / hour
- Full-time
- On-site
Negotiate with clients for catering or use of facilities
Added 37 mins ago
KE
Food services manager
Krawchuk Enterprises Inc.
Victoria, BC
- From $27.69 CAD / hour
- Full-time
- On-site
Negotiate with clients for catering or use of facilities
Added 43 mins ago
KE
Food services manager
Krawchuk Enterprises Inc.
Parksville, BC
- From $27.69 CAD / hour
- Full-time
- On-site
Negotiate with clients for catering or use of facilities
Added 46 mins ago
KE
Food services manager
Krawchuk Enterprises Inc.
Saanichton, BC
- From $27.69 CAD / hour
- Full-time
- On-site
Negotiate with clients for catering or use of facilities
Added 52 mins ago
TC
Restaurant manager
The Chopped Leaf
Brooks, AB
- From $26 CAD / hour
- Full-time
- On-site
Negotiate with clients for catering or use of facilities
Added 1 hour ago
HM
Family Practitioner/General Practitioner
Health Match BC
Coquitlam, BC
- Full-time
Facilities: 4 fully equipped exam rooms + 2 physician offices
Added 1 hour ago
HM
Family Practitioner/General Practitioner
Health Match BC
Coquitlam, BC
- Full-time
Facilities: 4 fully equipped exam rooms + 2 physician offices
Added 1 hour ago
HM
Family Practitioner/General Practitioner
Health Match BC
Coquitlam, BC
- Full-time
Facilities: 4 fully equipped exam rooms + 2 physician offices
Added 1 hour ago
HM
Family Practitioner/General Practitioner
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Coquitlam, BC
- Part-time
Facilities: 4 fully equipped exam rooms + 2 physician offices
Added 1 hour ago
MS
Restaurant manager
Maharani Sweets & Restaurant Ltd.
Surrey, BC
- From $37.5 CAD / hour
- Full-time
- On-site
Negotiate with clients for catering or use of facilities
Added 1 hour ago
SE
Restaurant manager
SPICE ENROUTE
Winnipeg, MB
- From $31.35 CAD / hour
- Full-time
- On-site
Negotiate with clients for catering or use of facilities
Added 1 hour ago
CR
Restaurant manager
Caramba Restaurant
Whistler, BC
- $33 to $40 CAD / hour
- Full-time
- On-site
Negotiate with clients for catering or use of facilities
Added 1 hour ago
BC
Operations manager, restaurant
Bulwark Craft Ciders
Halifax, NS
- $19 to $23 CAD / hour
- Full-time
- On-site
Negotiate with clients for catering or use of facilities
Added 1 hour ago
SI
Restaurant manager
Sula Indian Restaurant Main Street
Vancouver, BC
- From $39 CAD / hour
- Full-time
- On-site
Negotiate with clients for catering or use of facilities
Added 1 hour ago
T
Senior Project Engineer
TransAlta
Calgary, AB
- Full-time
…strategic growth initiatives. Working closely with the Project Manager and Engineering Manager, you will provide technical leadership, oversee engineering and procurement contractors, and…
Added 1 hour ago
AH
Registered Nurse
Alberta Health Services
Three Hills, AB
- Part-time
As a Registered Nurse, you will report to the Site Manager at the Three Hills Health Centre, you will work in a fast-paced environment in Acute Care, Emergency and Labour & Delivery. This…
Added 1 hour ago
AH
Health Care Aide
Alberta Health Services
Rocky Mountain House, AB
- Part-time
As a Health Care Aide, you will report to the Home Care Manager and provide patient care services as a member of a health care team, under the supervision of a Registered Nurse (RN),…
Added 1 hour ago
AH
Licensed Practical Nurse
Alberta Health Services
Three Hills, AB
- Part-time
As a Licensed Practical Nurse, you will report to the Site Manager at the Three Hills Health Centre. You will work in a fast-paced environment in Acute Care, Emergency Department and Labour…
Added 1 hour ago
DR
Restaurant manager
Desi Road
Brampton, ON
- From $37.25 CAD / hour
- Full-time
- On-site
Negotiate with clients for catering or use of facilities

Blazesoft

VIP & Player Experience Manager

Concord, ON, L4K 4G7, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Posting language: English
Posted: Oct 8, 2026

Original job description

Concord, Ontario, Canada | In-Office

Customer Experience

Company Overview

Join a dynamic, fast-growing gaming company that lives and breathes creating immersive, cutting-edge player experiences. We are proud of a culture built on creativity, collaboration, and a relentless drive to push the boundaries of the industry. If you are a highly motivated, results-driven professional passionate about gaming and revenue growth, we want to talk to you.

The Opportunity

Our players are at the centre of everything we build, and this role exists to look after them properly.

Every player forms a view of the brand they play on. How they are treated when they win. How quickly someone is there when something goes wrong. Whether they feel recognised or simply processed. That experience is what keeps players with us, and it deserves someone who treats it as their own.

That is this role. You will own the player experience of one of our brands, and our most valuable players on it are yours to know, look after and grow. You will be the person who understands that brand's players better than anyone, and the person others turn to when they need that understanding.

This is a senior individual contributor role. You will not manage people. You will own a brand.

Applicants must demonstrate fluent, articulate communication skills in English.

What You Will Own

1. Your VIP portfolio and the VIP program

Own a portfolio of VIP accounts on your brand - know these players properly, build real relationships, and be their day-to-day point of contact.
Own retention, reactivation and net revenue for the VIP segment on your brand, and be able to explain the numbers.
Decide player-level rewards and comps within agreed limits, and justify them with data rather than instinct alone.
Shape your brand's VIP program - working with the brand manager and other stakeholders to evolve its tiers, rewards and engagement as the brand grows.

2. Escalations

Be the final internal owner of escalated player issues on your brand, and see them through to resolution.
Drive the root-cause fix, not just the case resolution. A problem that resolves twice is a problem you have not finished.
Handle sensitive accounts with complete discretion and maintain confidentiality at all times.

3. The CX health of your brand

Be accountable for how your brand performs on service - response and resolution times, satisfaction, contact rate, repeat contacts.
Own the improvement list for your brand and drive it forward with the relevant teams.
Keep player-facing content accurate - canned responses, help content and policy wording for your brand.

4. Coordination and reporting

Represent your brand across departments and coordinate with the teams whose work touches your players.
Report regularly on your brand's performance.
Present insight and recommendations to department heads and the executive team.

What You Will Bring

An ownership instinct. You are comfortable being the person everyone asks about a brand, and you do not wait to be told something is your problem.
A team player. You work well with others, share what you know, and are easy to work alongside when the pressure is on.
The ability to move people you do not manage. Most of what you need will come from other teams. Influence, not authority, is the job.
A commercial head. You connect player happiness to revenue outcomes, not just satisfaction scores.
Comfort with data. You can read player value and behaviour trends and turn them into a concrete plan.
Judgement under pressure. Sharp problem-solving on high-stakes, escalated issues, and the discretion to handle sensitive account information.
Fresh ideas. You bring a point of view, you are willing to challenge how things are done today, and you have the drive to turn a good idea into something real.
Presence. You can hold your own presenting to business units and the executive team.
Flexibility. This is a dynamic, fast-paced and high-pressure environment. Players do not keep office hours, and the role will at times call for availability outside of them, including evenings, weekends, and holidays.

Requirements

Post-secondary education in a relevant field.
Minimum 4 years in VIP management, account management, player development, customer success or high-value customer support - ideally in iGaming, social or sweepstakes gaming, or another high-touch consumer business.
Demonstrated experience connecting your work to measurable revenue or retention outcomes.
Experience owning escalations end to end.
Strong analytical skills and confidence working with player data and reporting tools.
Fluent, articulate English, written and verbal.
Proven ability to handle confidential and sensitive information with discretion.
Demonstrated ability to work independently as well as within a team.
Experience working across functions and presenting to senior stakeholders.

Benefits

Why Join Us?

A seat at the table across the business - not a support function on the sidelines
Exciting projects using cutting-edge technology
Collaborative, supportive work environment
Opportunities for career development, growth, and advancement
Fantastic company events
Group benefits: extended healthcare, dental, vision, and disability insurance
On-site leisure facilities and on-site parking

Apply About employer

More about this job

Responsibilities

You will own the player experience for a specific brand, managing a portfolio of VIP accounts to drive retention and revenue. Additionally, you will act as the final internal owner for escalated player issues and coordinate cross-departmental efforts to improve service health.

Requirements

Candidates must have at least 4 years of experience in VIP management, account management, or customer success, ideally within the iGaming or high-touch consumer sectors. A post-secondary education is required, along with strong analytical skills and the ability to communicate effectively in English.

Skills

VIP management
Account management
Player development
Customer success
Data analysis
Relationship building
Revenue growth
Retention strategy
Conflict resolution
Stakeholder management
Reporting
Communication
Problem solving
Strategic planning
Confidentiality

Benefits

Extended healthcare
Dental insurance
Vision insurance
Disability insurance
On-site leisure facilities
On-site parking

Visa sponsorship

Not detected in the job text

Keywords

VIP Management
Account Management
Player Experience
iGaming
Customer Success
Retention
Revenue Growth
Data Analysis
Escalation Management
Stakeholder Engagement
Reporting
Consumer Business
Relationship Management
Strategic Planning
Brand Management
Performance Metrics
Customer Service
Analytical Skills
Communication
Confidentiality

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