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
