VIP Engagement Lead, iGaming

We are Neo Pollard Interactive
. Digitally born, player-focused, and proudly powering the most profitable iLottery programs in North America through our interactive games, powerful gaming systems, and comprehensive suite of player services.

We are looking for a VIP Engagement Lead in Calgary, AB, Canada who will be responsible for managing direct relationships with high‑value players, delivering personalized service that drives loyalty, retention, and long‑term value. This role owns a portfolio of individual player accounts, ensuring each player receives tailored engagement, timely support, and proactive outreach. The Host will also represent the brand at VIP events and host select players at in‑person experiences across Alberta—primarily in Calgary.

In addition, this role supports CRM initiatives, contributes to segmentation and campaign execution, and provides insights that strengthen the overall VIP strategy.

• Lead the planning, scheduling, logistics, and day‑to‑day coordination of the local VIP team, ensuring effective coverage, operational efficiency, and alignment with business objectives.
• Manage the local market budget, including events, player hospitality, travel, and promotional expenses, while monitoring performance and identifying opportunities to maximize ROI and market growth.
• Oversee and support the local market strategy by analyzing player activity, market trends, and competitor insights, while providing leadership and guidance to the local VIP team to drive engagement, retention, and compliance with responsible gaming standards.
• Manage a portfolio of VIP and high‑value players, building strong, trust‑based relationships through personalized communication and proactive outreach.
• Host and attend VIP events in Calgary, and the surrounding areas, ensuring exceptional hospitality and memorable player experiences.
• Monitor individual player performance, including activity trends, preferences, and risk indicators, to maximize lifetime value and retention.
• Develop tailored engagement plans for assigned players, including rewards, offers, and reactivation strategies.
• Assist with CRM activities, including segmentation, campaign execution, and player‑level reporting.
• Identify opportunities for upsell, cross‑sell, and increased engagement based on player behavior and data insights.
• Resolve player issues and escalations promptly and professionally, coordinating with internal teams when needed.
• Collaborate with Marketing, VIP Management, and Compliance to ensure all interactions and offers align with regulatory requirements and responsible gaming standards.
• Track and report on key metrics, including player activity, satisfaction, and account performance.
• Stay informed on industry trends, competitor offerings, and regional player preferences to enhance engagement strategies.
• Ensure compliance with responsible gaming policies and jurisdictional regulations.
• Other duties as assigned

• 5+ years of experience in online gaming, hospitality, customer success, or a relationship‑driven role.
• Previous leadership experience preferred
• Strong interpersonal and communication skills with the ability to build rapport quickly.
• Experience managing high‑value customers or VIP accounts is an asset.
• Comfortable hosting events, meeting players in person, and representing the brand professionally.
• Strong analytical mindset with the ability to interpret player data and identify actionable insights.
• Familiarity with CRM systems, player segmentation, and lifecycle management.
• Ability to work flexible hours, including evenings or weekends for events.
• Must be based in Alberta or willing to travel regularly in Edmonton.
• Highly organized, proactive, and capable of managing multiple player relationships simultaneously.
• Commitment to responsible gaming and adherence to regulatory guidelines.

• Comprehensive Health, Vision, and Dental Insurance
• Life Insurance & AD&D Insurance
• Generous RRSP Contribution
• Paid Vacation and Personal Time
• Wellness and Employee Assistance Program (EAP)
• Company-Provided Laptop and Cellphone
• Career Development Opportunities including Ongoing Training and Professional Development…