VIP Manager - iGaming

The Pure iGaming VIP Manager will be responsible for building, managing, and growing relationships with high-value online casino and sports betting players. This role is critical to the success of Pure Casino's VIP program. The right candidate will bring a proven track record in high-value player relationship management within a regulated online gaming environment, strong commercial judgment, and a clear understanding of how to balance player engagement, business performance, and responsible gambling obligations.

The VIP Manager will act as a trusted point of contact for Pure's highest-value players, delivering a premium, personalized experience while ensuring all activity is managed responsibly, sustainably, and within approved compliance and reinvestment frameworks.

Key Responsibilities VIP Relationship Management

• Manage and develop relationships with high-value online casino and sports betting players.
• Act as the primary point of contact for assigned VIP players, providing premium, personalized, and timely service.
• Build a deep understanding of each player's preferences, product interests, communication style, reward expectations, and engagement patterns.
• Proactively identify opportunities to strengthen player relationships through tailored offers, events, hospitality, gifting, and service.
• Support the identification and development of emerging VIP players.
• Manage player questions, requests, and escalations with discretion, professionalism, and sound judgment.
• Host players at Pure Casino properties and events.

Commercial Performance

• Drive VIP retention, engagement, reactivation, and revenue in a sustainable and responsible way.
• Use player data, CRM tools, dashboards, and reporting to identify opportunities, risks, and trends across the VIP base.
• Assess player value, reinvestment levels, bonus use, retention opportunities, and potential business risk.
• Recommend and execute appropriate VIP offers, rewards, campaigns, and experiences within approved program guidelines.
• Ensure reinvestment is commercially sound and aligned with player value, program objectives, and budget parameters.
• Provide regular updates on VIP player performance, opportunities, risks, and key account activity.

Responsible Gambling & Player Risk

• Apply responsible gambling principles with specific sensitivity to the VIP segment.
• Recognize early signs of concern among high-value players, including changes in deposit behaviour, play intensity, communication tone, urgency, emotional distress, or unusual reward requests.
• Demonstrate strong judgment on when to engage, when to pause, and when to elevate concerns through the appropriate internal channels.
• Ensure VIP activity never encourages unsafe play, excessive wagering, or behaviour that conflicts with responsible gambling standards.
• Maintain accurate records of player interactions, rewards, concerns, escalations, and key decisions.
• Work closely with compliance, risk, customer support, and leadership teams to ensure player issues are handled appropriately.

Program & Cross-Functional Support

• Support the development and ongoing improvement of Pure Casino's VIP program, including tiers, benefits, rewards, communications, and player journeys.
• Collaborate with CRM, marketing, customer support, compliance, finance, product, and retail casino teams.
• Help connect Pure's online VIP program with the broader Pure Casino retail ecosystem.
• Support VIP events, hospitality experiences, gifting, and player entertainment opportunities.
• Monitor competitor VIP programs and provide recommendations to improve Pure's VIP offering.
• Contribute to VIP reporting and planning.

Required Experience & Skills

• 5+ years of experience working in online casino and/or online sports betting for an established regulated operator.
• Proven experience as a VIP Account Manager, VIP Host, Player Development Manager, or similar high-value player relationship role.
• Strong understanding of regulated online gaming environments, ideally within Canada.
• Proven track record building and managing relationships with high-value players.
• Strong commercial instincts, including the ability to assess player value, reinvestment, retention opportunities, and business risk.
• Strong understanding of responsible gambling principles and how they apply specifically to VIP players.
• Ability to identify concerning player behavior and elevate appropriately.
• Excellent verbal and written communication skills.
• Strong judgment, discretion, emotional intelligence, and professionalism.
• Comfortable using player reports, CRM systems (e.g. ), Microsoft Excel, dashboards, and customer data to make informed decisions.
• Ability to manage difficult player interactions calmly and professionally.
• Strong organizational skills with the ability to manage multiple players, priorities, campaigns, and deadlines.
• Willingness to work flexible hours, including evenings, weekends, holidays, and key event periods as required.
• Ability to travel to Pure Casino properties in Alberta and host players at Pure's facilities.
• Ability to obtain and maintain any required gaming registrations, licenses, or approvals.

Preferred Experience

• Experience managing both casino and sports betting VIP players.
• Experience working with CRM, loyalty, bonus, player tracking, or VIP management platforms.
• Experience supporting VIP events, hospitality programs, gifting, or player entertainment.
• Experience working with retail casino or omnichannel player development teams.
• Familiarity with Alberta or Canadian gaming regulation.
• Existing knowledge of casino games, sportsbook products, promotions, player segmentation, and VIP reinvestment models.

What Success Looks Like

• VIP players receive a premium, personalized, and highly responsive experience.
• High-value player retention, engagement, and revenue grow in a sustainable way.
• Reinvestment is managed responsibly and delivers clear business value.
• Emerging VIP players are identified and developed effectively.
• Player risks and responsible gambling concerns are identified early and escalated appropriately.
• The VIP program becomes a meaningful differentiator for Pure Casino in Alberta.
• Internal teams have clear visibility into VIP performance, opportunities, and risks.
• Pure Casino builds a VIP program that is commercially strong, compliant, responsible, and connected to its retail casino ecosystem.

Personal Attributes

• Relationship-led and service-oriented.
• Commercially minded and data-aware.
• Calm under pressure.
• Discreet and professional.
• Highly organized.
• Comfortable with ambiguity and launch-stage environments.
• Able to balance player needs, business goals, and responsible gambling obligations.
• Confident working with high-value players while maintaining appropriate boundaries.
• Passionate about delivering a premium gaming experience.