About the role
Job Description
This is a replacement, hybrid (2 days in the office) role.
As a Bilingual VIP Account Manager you will be responsible for managing, retaining, reactivating and growing a portfolio of VIP players across English and French speaking audiences.
Reporting to the VIP Team Lead, you will be part of the VIP team. This team strengthens player retention, maximises long-term value, supports complex escalations, and acts as a trusted subject matter expert and mentor within the VIP Account Management function.
Salary range for this role, based on experience level is $75 - 90,000 base, plus there are also quarterly incentives.
This role is all about building strong relationships with VIP players, understanding their needs, and creating great experiences that keep them engaged and coming back.
You Will:
* Manage and grow a portfolio of VIP players, building strong relationships to drive retention, engagement and revenue growth. * Deliver a first-class VIP experience through personalised support across phone, email, SMS and chat. * Use player insights, behaviours and market trends to identify opportunities for retention, reactivation and commercial growth. * Collaborate with teams across CRM, Marketing, Product, Payments, Trading and Operations to enhance the VIP customer journey. * Represent the business at VIP events, helping to create memorable experiences for high-value customers. * Provide flexible, customer-focused support, including occasional evenings and weekends to meet VIP client needs.
Qualifications
You Have:
* Fluency in both English and French is required, with the ability to communicate confidently and professionally with players in both languages. * Casino knowledge/experience is essential for this role. * Extensive customer service, account management, or relationship management experience. * Highly organised with strong attention to detail and the ability to manage multiple priorities. * A collaborative team player with good working knowledge of CRM systems. * Previous experience in events, sports, gaming, betting, or VIP customer management is beneficial. * This role includes attending in person events which could be on evenings or weekends, so there would need to be flexibility around this. It may also include some travel.
Additional Information
Benefits
At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire you. Join us, and a great compensation package is just the beginning. You can expect to receive benefits like:
* A flexible benefits plan allowing you to adapt the benefits you receive to suit your personal circumstances. * Medical insurance for you and your family. These are a discretionary and non-contractual part of your benefits package. * Vacation/Holiday: 15 vacation days per year, plus statutory holidays. * Pension: You will be auto enrolled into our pension plan. * Group Bonus Plan: You will be eligible to participate in our group bonus plan which is a discretionary and non-contractual part of your compensation package, paid out annually.
Equal Opportunities.
If you need any reasonable adjustments at any stage of the recruitment process, please contact us and we'll support you.
We're committed to creating a diverse, equitable and inclusive workplace where everyone feels valued, respected and able to be themselves.
We're an equal opportunities employer. We welcome applications from everyone and we do not discriminate based on age, disability, gender or gender reassignment, pregnancy or maternity, race, religion or belief, sexual orientation, marriage/civil partnership, or any other basis.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.
This is a replacement position.
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