Account Manager, Major Prizes

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games. 

Our Account Management team in Toronto are currently looking for an Account Manager Major Prizes to join the team. 

As an Account Manager Major Prizes, you'll be responsible for managing the end-to-end major prize redemption process, ensuring prizes are distributed to winners promptly, efficiently, and in full compliance with company policies and legal/regulatory requirements. This role is responsible for enhancing the customer experience and ensures their protection through seamless execution.

Key responsibilities will include:

• Provide clear and precise guidance to players navigating specialized major win processes.
• Create memorable experiences by offering personalized gestures or celebratory gifts to enhance player satisfaction.
• Proactively identify and resolve challenges in the major win journey, ensuring a seamless and stress-free process.
• Handle sensitive or emotionally charged situations with professionalism, preventing escalated complaints.
• Collaborate with marketing teams to secure content and consent for promotional initiatives.
• Stay up to date on compliance, player protection, and risk policies, ensuring adherence to all regulatory and organizational standards

What you will bring to the role:

• Minimum 3 years of experience in managing a portfolio of high value customers
• Minimum 3 years of experience in conducting telephone calls with customers
• Demonstrated success operating within Compliance, and/or customer protection frameworks. 
• Familiarity with relevant regulations and industry standards related to prize redemptions
• Comfortable handling complex cases for multiple brands within the organization

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games. With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success. Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.  

But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things. 

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at www.vgw.co

VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process.  Please advise our Talent Acquisition Specialist in advance should accommodation be required. We encourage all qualified applicants to apply, however only those selected for further consideration will be contacted.

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