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14 days ago
VIP Engagement Specialist, iGaming (Edmonton-based)
NeoPollard Interactive
Edmonton, AB
Full-time
1 month ago
VIP Program Manager
NeoPollard Interactive
AB
Full-time

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14 days ago

NeoPollard Interactive

VIP Engagement Specialist, iGaming (Edmonton-based)

Edmonton, AB, Canada

Full-time

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Automatically prepared from the listing. Check the original description for the full requirements.

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Responsibilities

The VIP Engagement Specialist manages a portfolio of high-value players to drive loyalty, retention, and long-term value through personalized engagement and proactive outreach. The role also involves hosting in-person VIP events and collaborating with internal teams to execute CRM initiatives and ensure regulatory compliance.

Requirements

Candidates should have 2-4 years of experience in online gaming, hospitality, or customer success, along with strong analytical and interpersonal skills. The role requires the ability to work flexible hours and a commitment to responsible gaming standards.

Experience

2 to 5 years

Working hours

40 hours per week

Job type

Full-time

Work arrangement

On-site

Skills

Relationship Management
Customer Success
VIP Account Management
CRM Systems
Player Segmentation
Data Analysis
Event Hosting
Communication Skills
Interpersonal Skills
Responsible Gaming
Strategic Planning
Conflict Resolution
Lifecycle Management
Upselling
Cross-selling

Benefits

Comprehensive Health Insurance
Vision Insurance
Dental Insurance
Life Insurance
AD&D Insurance
RRSP Contribution
Paid Vacation
Personal Time
Wellness Program
Employee Assistance Program
Company-Provided Laptop
Company-Provided Cellphone
Career Development Opportunities
Ongoing Training
Professional Development Courses
Quarterly Profit-Sharing Program
Paid Parental Leave

Visa sponsorship

Not detected in the job text

Keywords

iGaming
iLottery
VIP Engagement
Customer Retention
CRM
Player Segmentation
Data Insights
Hospitality
Relationship Management
Responsible Gaming
Regulatory Compliance
Account Management
Marketing
Event Management
Play Alberta
NeoPollard Interactive
Analytical Mindset
Customer Success

Original job description

We are NeoPollard Interactive. Digitally born, player-focused, and proudly powering the most profitable iLottery programs in North America through our interactive games, powerful gaming systems, and comprehensive suite of player services.  We are innovative. From inception, innovation has been the core of NPi. As one of the first iLottery platform providers in North America, we laid the groundwork — helping pioneer the introduction and successful launch of some of the first iLottery programs in the U.S. We deliver innovative solutions and cutting-edge technology to our partners with an industry-proven track record of revenue growth. We are one-of-a-kind. The only Lottery supplier in North America exclusively focused on iLottery. We have one central focus; creating the most intuitive and fun iLottery experiences for players. Our sole focus drives our innovation and success in the iLottery space.  We are industry experts. Serving the largest share of U.S. Lotteries that currently sell online with a track record of powering iLottery success through our state-of-the-art technology, top-performing game content, and innovative and comprehensive iLottery services. We are NPi. Join us. WHAT YOU WILL DOWe are looking for a VIP Engagement Specialist for Play Alberta in Edmonton, AB, Canada who will be responsible for managing direct relationships with high‑value players, delivering personalized service that drives loyalty, retention, and long‑term value. This role owns a portfolio of individual player accounts, ensuring each player receives tailored engagement, timely support, and proactive outreach. The VIP Engagement Specialist will also represent the brand at VIP events and host select players at in‑person experiences across Alberta—primarily in Edmonton. In addition, this role supports CRM initiatives, contributes to segmentation and campaign execution, and provides insights that strengthen the overall VIP strategy.·        Manage a portfolio of VIP and high‑value players, building strong, trust‑based relationships through personalized communication and proactive outreach.<ul type="disc"><li class="MsoNormal" style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo2;">Host and attend VIP events in Edmonton, and the surrounding areas, ensuring exceptional hospitality and memorable player experiences.</li><li class="MsoNormal" style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo2;">Monitor individual player performance, including activity trends, preferences, and risk indicators, to maximize lifetime value and retention.</li><li class="MsoNormal" style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo2;">Develop tailored engagement plans for assigned players, including rewards, offers, and reactivation strategies.</li><li class="MsoNormal" style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo2;">Assist with CRM activities, including segmentation, campaign execution, and player‑level reporting.</li><li class="MsoNormal" style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo2;">Identify opportunities for upsell, cross‑sell, and increased engagement based on player behavior and data insights.</li><li class="MsoNormal" style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo2;">Resolve player issues and escalations promptly and professionally, coordinating with internal teams when needed.</li><li class="MsoNormal" style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo2;">Collaborate with Marketing, VIP Management, and Compliance to ensure all interactions and offers align with regulatory requirements and responsible gaming standards.</li><li class="MsoNormal" style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo2;">Track and report on key metrics, including player activity, satisfaction, and account performance.</li><li class="MsoNormal" style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo2;">Stay informed on industry trends, competitor offerings, and regional player preferences to enhance engagement strategies.</li><li class="MsoNormal" style="margin-bottom: 0in; margin-top: 0in; mso-margin-bottom-alt: 8.0pt; mso-margin-top-alt: 0in; mso-add-space: auto; line-height: 105%; mso-list: l1 level1 lfo2;">Ensure compliance with responsible gaming policies and jurisdictional regulations.</li><li class="MsoNormal" style="margin-bottom: 0in; margin-top: 0in; mso-margin-bottom-alt: 8.0pt; mso-margin-top-alt: 0in; mso-add-space: auto; line-height: 105%; mso-list: l1 level1 lfo2;">Other duties as assigned </li></ul> WHAT YOU WILL BRING<ul style="margin-top: 0in;" type="disc"><li class="MsoNormal" style="mso-list: l0 level1 lfo3; tab-stops: list .5in;">2-4 years of experience in online gaming, hospitality, customer success, or a relationship‑driven role.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo3; tab-stops: list .5in;">Strong interpersonal and communication skills with the ability to build rapport quickly.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo3; tab-stops: list .5in;">Experience managing high‑value customers or VIP accounts is an asset.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo3; tab-stops: list .5in;">Comfortable hosting events, meeting players in person, and representing the brand professionally.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo3; tab-stops: list .5in;">Strong analytical mindset with the ability to interpret player data and identify actionable insights.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo3; tab-stops: list .5in;">Familiarity with CRM systems, player segmentation, and lifecycle management.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo3; tab-stops: list .5in;">Ability to work flexible hours, including evenings or weekends for events.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo3; tab-stops: list .5in;">Must be based in Alberta or willing to travel regularly in Edmonton.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo3; tab-stops: list .5in;">Highly organized, proactive, and capable of managing multiple player relationships simultaneously.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo3; tab-stops: list .5in;">Commitment to responsible gaming and adherence to regulatory guidelines.</li></ul>  WHY WORK AT NPI? We hire the best. We prioritize innovation.We support and empower our team.  Join us as we continue to shape the future of the iLottery industry by delivering players’ favorite games across all channels and driving outstanding returns for good causes. Our team member benefits include…•        Comprehensive Health, Vision, and Dental Insurance •        Life Insurance & AD&D Insurance•        Generous RRSP Contribution•        Paid Vacation and Personal Time•        Wellness and Employee Assistance Program (EAP) •        Company-Provided Laptop and Cellphone•        Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the NPi Leadership Academy for Emerging Leaders)•        Quarterly Profit-Sharing Program for All Employees Who Have Completed Six Months of Continuous Service•        Paid Parental Leave Program ABOUT NEOPOLLARD INTERACTIVEBorn in the digital domain, NeoPollard Interactive LLC (“NPi”) is an award-winning supplier of best-in-class iLottery solutions to the North American lottery market. Serving the largest share of U.S. lotteries that currently sell online, NPi helped pioneer the successful introduction of iLottery in the U.S. and is North America’s proven partner of choice to enable regulated lotteries to design and deploy complex gaming solutions in support of generating incremental revenue for good causes through the online channel. NPi offers cutting-edge technology, a full suite of managed services, and the industry’s top-performing game content as part of its innovative and comprehensive approach to partnering for iLottery success. Jointly owned by Pollard Banknote Limited (TSX: PBL) and NeoGames S.A.(Nasdaq: NGMS)—both globally recognized industry leaders—NPi powers the most profitable iLottery programs. Visit us at <a href="http://www.neopollard.com">www.neopollard.com</a>.

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VIP Engagement Specialist, iGaming (Edmonton-based)

VIP Program Manager