VIP Team Lead

About Us:
Betty is an innovative entertainment company pioneering at the intersection of real-money online casinos and casual mobile gaming.

Betty Canada is a scale up company accredited by the Alcohol and Gaming Commission of Ontario (AGCO) as a B2C operator in February 2023, we've set a new standard in the industry.

Our mission is to redefine the online casino experience by offering a uniquely transparent environment where players can relax, unwind, and enjoy themselves safely. We are committed to accessibility, fairness, and inclusivity, fostering a community of like-minded individuals who value ethical gaming practices and prioritize our players' safety and enjoyment above everything else.

Our Values:

• We are honest - we value honesty in all aspects.
• Bring the Olives - we offer premium customer experience.
• Think Big - we believe in always striving for more.

About the role: As a VIP Manager at Betty, you will lead a team of VIP Account Managers responsible for delivering exceptional, personalized experiences to our highest-value players. You will be accountable for the performance, development, and effectiveness of the Account Management team and the overall health of the VIP business. 

Responsible Gaming and regulatory compliance will remain at the heart of every decision. You will ensure Account Managers balance strong commercial performance with sustainable player relationships and responsible VIP management.

As a people leader, you will also work closely with VIP leadership and cross-functional partners including Responsible Gaming, Compliance, Risk, CRM, Customer Support, Payments, Product, and BI to continuously improve the VIP experience and Betty’s overall VIP proposition.

Key Responsibilities:

• Lead, coach, mentor, and develop a team of VIP Account Managers, setting clear goals and performance expectations.
• Own the overall performance and health of the team’s VIP portfolios, monitoring revenue, retention, engagement, and player-health metrics.
• Translate performance data into actionable strategies to retain valuable players, strengthen relationships, and sustainably grow player value.
• Ensure rewards, incentives, gifts, and VIP experiences are used strategically, balancing player experience, loyalty, and commercial value.
• Keep Responsible Gaming and regulatory compliance at the heart of VIP operations, ensuring adherence to AML, Source of Funds, affordability, and player-wellbeing requirements.
• Drive operational excellence by monitoring productivity, service levels, portfolio coverage, and quality, while improving processes and supporting capacity planning.
• Working hours: 12:00 PM - 09:00 PM

Requirements: 

• 4+ years of experience in VIP Account Management, high-value customer management, premium hospitality, online gaming, or a comparable customer-focused environment.
• Demonstrated people-management experience, preferably leading Account Managers, relationship managers, or customer-facing teams.
• Strong coaching and people-development skills with the ability to improve both individual and team performance.
• Strong understanding of the online gaming/iGaming industry and the dynamics of managing high-value players.
• Strong commercial acumen and an understanding of the relationship between player activity, revenue, rewards, retention, and profitability.
• Excellent analytical skills with the ability to interpret player and portfolio performance data and turn insights into action.
• Strong Excel and reporting capabilities.
• Confident managing difficult conversations, escalations, and complex player situations.
• Willing and able to travel as required to support VIP events, team operations and broader business needs.

What we offer:

• Competitive salary
• Premium Health insurance
• Career and skills development opportunities
• Fun and collaborative team environment
• New modern office space