Team Lead, VIP
BetMGMDiscover What’s Possible at BetMGM
Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We’re a brand with technology at our hearts and the most driven and focused talent in the business.
As a valued team member, we’re committed to giving you the resources and support you need to thrive. Our benefits and perks include:
Medical, Dental, Vision, Life, and Disability Insurance
Registered Retirement Savings Plan (RRSP), Tax Free Savings Account (TFSA), and Deferred Profit Sharing Plan (DPSP)
Professional development reimbursement and ongoing skills training opportunities
Employee resource groups
Swag, ticket giveaways, and more!
At BetMGM, we recognize that every individual plays a meaningful role in our success. That’s why we’re committed to building a respectful, inclusive workplace. It’s the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win.
Location
Calgary, Alberta; Edmonton, Alberta; Toronto, Ontario
About the Role
This role will oversee a team of VIP Hosts that manage the Sportsbook customer relationships, responsible for account growth, customer satisfaction, prioritization of client and project workflow and staffing whilst also ensuring that all quality of work meets a high standard.
Responsibilities
Manage, develop & motivate the VIP team in order to exceed business revenue targets
Meet with internal stakeholders to align marketing initiatives to achieve acquisition and performance goals
Manage the VIP program to perform as a retention tool for existing customers and an acquisition tool for new and potential VIP customers
Maximize value from our existing VIP players while cultivating new VIP players
Daily, weekly and monthly review of the base and evaluating the player’s VIP status based on activity
Build one-to-one relationships with top VIP customers
Responsible for generating online gaming revenue through telemarketing and networking with new, inactive and existing customers
Work closely with other departments: Trading, Hospitality, Marketing, Promotions, CS, Risk & Payments
Monitor individual customers as well as the whole segment’s performance in order to maximize results
Expand existing VIP database and successfully maintain relationships with VIPs by creating player profiles, understanding player behavior, interests, and identifying/cultivating/on-boarding new VIPs
Development and execution of VIP/potential VIP retention and activation campaigns/programs
Manage VIP bonus and promotional budgets
Extend complimentary services/offers to players when appropriate and within established guidelines
Monitor campaigns and manage targets
Assisting with the organization of VIP events and representation at events where necessary
Qualifications
2+ year of VIP hosting experience preferred, including but not limited to Sports VIP
Bachelor’s Degree in Marketing, Advertising, Communications or related field; or equivalent combination of education and work experience Bachelors Degree or equivalent
Proven experience in online gaming, customer service, hosting, luxury telemarketing or other account management
Excellent knowledge of sports betting required
Sales driven, computer literate with an emphasis on Excel, excellent communication skills and telephone etiquette
Detail oriented with effective time management skills and the ability to produce results while working under pressure
The ability to work independently, offer top tier customer service and identify customer trigger points
Analytically curious with the ability to think outside the box to resolve issues quickly and effectively
Expert in back-end systems such as BetScroller, Trading Dashboard, P-reports, CSM, Geocomply, Backoffice, Power BI
Proficient with Microsoft Office, Word, PowerPoint and Excel
Superior presentation skills
Excellent time management and multi-tasking skills
Ability to work in a fast-paced environment with shifting priorities
Leadership skills for an extended team
It is a condition of employment in this position that the employee is and remains lawfully eligible to work in Canada.
It is a condition of employment in this position that the employee is and remains lawfully eligible to work in Canada.
Gaming Compliance & Licensing Requirements
As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.
In addition, candidates must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives.
About BetMGM
BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Casino, BetMGM Sportsbook, Borgata Online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.
BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants.
BetMGM welcomes and encourages applications for people with disabilities. Accommodations are available on request for job applicants and candidates taking part in all aspects of the recruitment and selection process. Please contact leaves@betmgm.com if you need accessibility accommodation during the application process.
This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.
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