Remote VIP Manager

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 our key accounts, 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.

• Provide personalised support to VIP players in English and French across multiple communication channels, including phone, Whats App, chat, and email
• Build relationships with high-value customers by providing exceptional customer service
• Building up the VIP portfolio from potential VIP players, into VIP players within the Canadian markets
• Make outbound calls to potential VIP and 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, Operations/CS) 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
• This isn’t your classic nine-to-five-our VIPs play when the rest-of-the-world’s winding down. We need someone who’s cool with a bit of schedule shuffle and gets that entertainment doesn’t clock out.

This role requires working on an Eastern Standard Time Zone (10:00-18:00hrs) ,

• Fluency in English
• An understanding of French (spoken and written) would be considered an asset
• Excellent communication skills across phone, email, and chat
• Previous experience as a VIP Account Manager or in a similar customer-facing role would be preferred, but not mandatory
• A solid understanding of both Casino and Canadian sports markets
• Strong analytical and problem-solving skills
• An 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

• 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!

Rhino Entertainment Group is a fast-growing online gaming operator that was founded in 2020. Winner of the EGR Rising Operator of the Year Award 2023 and iGaming Idol Employer of The Year Award 2023 and is a…