VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.
Our Account Management team in Toronto is currently looking for a Senior Manager of Key Account Retention to join the team.
As a Senior Manager of Key Account Retention, you’ll be responsible for managing Lucky Land Slots retention-based Account Management teams. To develop and execute a strategy to ensure ROI on reinvestment and retention activities is maximised whilst promoting safe and sustainable play from our high value customers. Lead a culture that promotes creating WOW experiences for all high-value customers, surpassing their high expectations. Ensuring customers remain loyal and become advocates of Lucky Land Slots.

KEY RESPONSIBILITIES WILL INCLUDE:

• Develop a plan for strategic relationship management to address unique key player cohorts. Consider this an ongoing exercise, adjusting your approach to address changes in our player’s behaviour over time to address instances or suboptimal performance. (eg: reduced retention or margin decline within a particular cohort of customers)
• Lead a culture that drives unforgettable customer experiences for LuckyLand Slots’ most loyal customers.
• Ensure your team achieve and exceed player retention KPIs, as well as operate in line with a performance management framework
• Act as a player advocate with the Senior leadership team, providing the player insights required to develop robust business cases and provide recommendations on resourcing and product changes that will solve our most loyal player’s pain points.
• Develop the mentorship skills of team leads, ensuring they have the knowledge and resources required to effectively coach and develop their teams.
• Work in conjunction with the Customer Operations team to optimise the performance of the Account Management Team.

WHAT YOU WILL BRING TO THE ROLE:

• At least 5 years of direct people management & leadership experience, ideally managing a large team
• Demonstrated experience managing other people managers
• Demonstrated experience working with senior stakeholders
• Several years experience within a VIP Hosting or account management team, or in a consumer-facing organisation that demands the very best customer experience for the most demanding clients.
• Experience in online and offline events and hospitality is highly regarded.