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 both English and French Canadian-speaking players, 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. What your role will look like: Provide personalised support to VIP players in English and French across multiple communication channels, including phone, WhatsApp, chat, and email Build relationships with high-value customers by providing exceptional customer service Make outbound calls to 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) 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 Note: This role requires working on an Eastern Standard Time Zone (10:00–19:00) or Central European Time (15:00–00:00). Fluency in English and French (spoken and written); Quebecois dialect is an asset Excellent communication skills across phone, email, and chat Previous experience as a VIP Account Manager or in a similar customer-facing role In-depth knowledge of both Casino and Canadian sports markets Strong analytical and problem-solving skills 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 Working for Rhino includes plenty of perks. What we offer: 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! Join us at Rhino Entertainment and unleash your full potential in a vibrant and rewarding career! ?? Our Story 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 company which operates a multi-brand strategy. Rhino group is committed to providing its players with the best possible gaming experience supported by a cutting-edge gaming platform. Our Culture “We are a community of passionate, committed, driven and fun-loving people who are united by a shared mission to deliver world-class entertainment to our players in a vibrant and dynamic environment. Our culture identity is rooted in our curiosity, our sense of community and unwavering drive for success. We cherish each person’s unique qualities and contributions, and we encourage our team members to take ownership, think creatively, find solutions and enjoy the process of achieving our goals!” DEIB We are proud to have so many diverse backgrounds, cultures, perspectives, and ideas represented within our Rhino community, which fuels an authentic workplace and a strong sense of belonging. This broad spectrum helps us achieve a supportive working environment where everyone can make the best use of their skills, free from discrimination or harassment. Diversity goes hand in hand with promoting equal opportunities for all current and future employees and at Rhino, we are committed to ensure fairness in our recruitment process. How We Work At Rhino we very much believe in supporting flexible working arrangements! By blending working from our vibrant offices and using the latest tech to work from home, through our Hybrid Working environment, we firmly believe that we can create an effective, balanced, and collaborative working experience to help us achieve our goals!