VIP Host Team Manager
Job in
Toronto, Ontario, C6A, Canada
Listed on 2026-07-07
Listing for:
BettingJobs
Full Time
position Listed on 2026-07-07
Job specializations:
-
Entertainment & Gaming
Online Gaming / Sports Betting, Gaming Manager, Event Manager / Planner, Casino
Job Description & How to Apply Below
Betting Jobs is working with a well-established iGaming group seeking to expand the Toronto office with an experienced VIP Host Team Manager.
The VIP Host Team Manager turns a group of strong hosts into a disciplined, high-performing VIP operation. You will coach the Toronto host team, own day-to-day performance, improve player experience, and ensure the team operates with Las Vegas-level hospitality and modern iGaming discipline.
What You Will Do- Lead, coach, and develop a team of approximately 8 VIP Hosts, with dotted-line coordination across Executive Host, Promotions and Events, and After-Hours VIP Support.
- Conduct weekly one-on-ones and portfolio reviews covering engagement, retention, reactivation, player risk, reinvestment, CRM quality, and host development.
- Review host-player communications and coach tone, personalization, open-ended discovery, service recovery, and escalation judgment.
- Own team KPIs including engagement, response time, retention, player sentiment, churn prevention, and reinvestment.
- Oversee reinvestment and gifting budgets, ensuring offers are personal, commercially sound, and within policy.
- Partner with Marketing, Product, Payments, Fraud, Compliance, BI, and Player Services to improve the VIP player journey.
- Act as a senior escalation point for high-value complaints, sensitive player issues, and cross-functional blockers.
- 3-5+ years in VIP hosting, casino account management, casino player development, or IGaming.
- Proven people leadership experience or mentorship, ideally coaching hosts, account managers, support specialists, or client-facing teams.
- Strong data literacy and ability to turn player activity, reinvestment, churn, and engagement data into action.
- Excellent written and verbal communication; able to coach others on high-touch communication.
- Experience managing budgets, discretionary benefits, gifts, offers, service recovery, or premium player experiences.
- Strong understanding of responsible gaming, KYC, privacy, promotion terms, complaint handling, and customer operations.
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