Job Description & How to Apply Below
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…
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