Description

Rhino Entertainment is looking for a highly motivated, customer-focused VIP Manager to join our team and support the Canadian market. In this role, your main focus will be proactive outreach and player engagement, using sales-driven tactics to reactivate lapsed players, retain high-value customers, and drive revenue growth through personalised communication.

Reporting directly to the Country Manager - Canada, you will support both English and French Canadian-speaking players, build meaningful relationships and deliver tailored VIP experiences. With a strong focus on customer engagement, you’ll be aware of everything relating to your customers' experience, pitch new promotions, support the planning and execution of VIP events and re-engage customers in a professional, compliant, and responsible manner.

What your role will look like:

• Provide personalised support to VIP players in English and French across multiple communication channels, including phone, WhatsApp, chat, and email
• Build relationships with high-value customers by providing exceptional customer service
• Make outbound calls to VIP players with weekly engagement targets
• Manage daily tasks, including inbound email replies, customer birthdays, withdrawals, and Source of Funds requests
• Planning and execution of VIP events and experiences
• Collaborate with internal teams (VIP, Compliance, Payments, CRM) to ensure smooth resolution of complex issues
• Analyse player behaviour and trends to produce insights and strategic reports
• Act as a brand ambassador upholding Rhino Entertainment’s values and delivering top-tier service with a player-first mindset
• Ensure compliance with internal policies and external regulations, balancing customer care with responsible gambling practices
• Manage ad hoc tasks and reporting as required by the business

Note: This role requires working on an Eastern Standard Time Zone (10:00–19:00) or Central European Time (15:00–00:00).

Requirements

• Fluency in English and French (spoken and written); Quebecois dialect is an asset
• Excellent communication skills across phone, email, and chat
• Previous experience as a VIP Account Manager or in a similar customer-facing role
• In-depth knowledge of both Casino and Canadian sports markets
• Strong analytical and problem-solving skills
• Ability to perform well in a fast-paced, high-pressure environment
• Exceptional time management and organisational abilities
• Passion for delivering top-tier customer experiences
• Team-oriented with the ability to collaborate across departments
• Energetic, personable, and creative with a positive attitude

Benefits

Working for Rhino includes plenty of perks.

What we offer:

• Competitive salary based on your knowledge & experience
• Quarterly performance bonus split on personal objectives and company performance
• Yearly Wellness & Mindfulness allowance to support an active lifestyle
• Diverse, dynamic, fun environment with happy and helpful colleagues
• Learning & Development opportunities to invest in your personal development
• Paid time off, including extra days for special life events
• Form an active part of our talent acquisition, with our Referral Bonus
• And to top it off, a great culture!

Join us at Rhino Entertainment and unleash your full potential in a vibrant and rewarding career! 🎉