Esports
VIP Team Manager
Mid Level
Edmonton, Canada
hybrid
Full time
Job description
About the Role
FanDuel is looking for a VIP Manager to look after its most important clients and oversee a small team of VIP Account Managers. The role involves directly managing a portfolio of loyal customers, building strong relationships, and providing an excellent all-round experience while coaching the VIP Account Managers to deliver the same standard to their own portfolios. The position is customer-facing and requires a good understanding of VIP service and a genuine passion for the online gaming industry.
Key Responsibilities
- Manage and retain a portfolio of High Value Players
- Provide an enhanced proactive one-stop service to encourage loyalty
- Keep responsible gaming and compliance at the heart of all activities
- Develop relationships and offer tailored rewards through regular correspondence
- Work alongside other FanDuel departments to increase customer experience
- Meet pre-determined productivity, quality, and Service Level Agreement targets
- Ensure that bonuses, gifts, and hospitality invitations are offered in accordance with business requirements
- Meet and host VIPs at hospitality events
- Deliver against company responsible gaming protocols
- Manage, mentor, and develop a team of VIP Account Managers to provide the above
Required Experience & Qualifications
- Knowledge of the online gaming industry is essential
- Excellent verbal and written communication skills
- Passionate about providing top-level service
- Confident and people-focused personality
- Excellent analytical skills and experience with Excel
- Strives to meet targets and deadlines
- Excellent organisational and planning skills
- Willing and able to work non-traditional business hours
Preferred Skills
- Minimum of 4 years of experience in a high-end customer service field preferred
- Experience managing a team preferred
- High-level hospitality experience preferred
- People management experience preferred
- Knowledge of sports and/or experience working within a heavily regulated industry is a plus
- Understanding of marketing processes preferred
Benefits & Perks
- Extended medical, vision, and dental coverage
- Life insurance
- Disability insurance
- Retirement program with employer contributions
- Short-term or long-term incentive compensation, including cash bonuses and stock program participation
- 12 holidays and two floating holidays
- Paid sick time in accordance with applicable Canadian law
- Benefits may differ across country and job type
The Application Process
The company encourages candidates who do not check every box but have an adjacent skill set and interest in the role to apply. The company intends to use artificial intelligence in the process of screening, assessing, and/or selecting applicants for this role.
About the Company
FanDuel Group is the premier mobile gaming company in the United States and Canada, with a portfolio of leading brands including FanDuel Sportsbook, FanDuel Casino, FanDuel Racing, and its daily fantasy sports product. FanDuel Group is a subsidiary of Flutter Entertainment, the world's largest sports betting and gaming operator, traded on the New York Stock Exchange.
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