VIP Manager at Entain

We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 25 well-known brands and over 24,000 people, but we all play for the same team. When we win, we win together.

Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world of entertainment.

The VIP Manager supports the Head of VIP in executing the department’s strategy by improving customer engagement and retention through data-driven insights and boosting team performance. They collaborate with key stakeholders to implement initiatives that increase revenue, maintain compliance, and provide an exceptional customer experience.

Key Responsibilities

• Support the Head of VIP in developing and implementing the department's overarching strategy and objectives.
• Foster a revenue-focused, customer-centric environment within the team.
• Provide daily performance analysis and reporting on individual and team metrics. Financial and operational KPIs.
• Work with VIP Team Leader to align on service & process improvements, including the distribution of bonuses, gifts, and hospitality invitations.
• Lead, coach, and motivate direct reports to achieve financial and individual performance targets.
• Collaborate closely with the Country Manager and stakeholders to develop and refine the VIP strategy.
• Ensure compliance with all regulations, managing Anti-Money Laundering and Responsible Gaming queries to a high standard.

• Proven leadership experience with a strong focus on results.
• Solid analytical skills, including experience in reporting and interpreting data.
• Excellent written and verbal communication skills.
• Fluent in English. Other languages a big plus.
• Knowledge of Canadian culture and market dynamics.
• Proficient in Microsoft Office.
• Ability to work independently and meet tight deadlines.

Ethics & Integrity:

• Adheres to the highest standards of business ethics and compliance, always acting in the best interests of the players and the company.

Leadership:

• Demonstrates strong leadership, with the ability to inspire, motivate, and develop a team to reach its full potential.

Player-Centric Mindset:

• Highly focused on delivering exceptional service to high-value players, ensuring their needs and preferences are met proactively.

Analytical Thinking:

• Capable of evaluating data, identifying trends, and making informed decisions to continuously improve VIP services.

Adaptability & Problem Solving:

• Able to navigate complex challenges and adapt quickly to changing market or player needs, ensuring smooth operation of VIP activities.

Resilience Under Pressure:

• Maintains calm under pressure, handling escalations or difficult situations with professionalism and poise.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.