VGW
Create together. Learn together. Win together.
At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success. We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported.
Dive into the exciting world of interactive entertainment with VGW, where we harness technology and creativity to deliver world-class, free-to-play games. Here, you'll find departments dedicated to game development, design, marketing, customer support, and more, all fuelled by creativity and passion for developing online social games.
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Account Manager II
VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games.
We have an exciting opportunity to join our Account Management team in Toronto and are currently looking for Account Managers to join the team.
The Account manager is responsible for developing and sustainably retaining a portfolio of top tier players who demand the utmost best experience and personal attention. Create meaningful connections while curating a platform experience that surpasses our players' highest expectations. Utilize multiple contact strategies to engage in deep relationship building while conducting a thorough qualitative and quantitative portfolio analysis to provide personalized rewards and loyalty offers.
The salary range for this role is CAD 93,000 to CAD 104,500 per year
This is an exisiting position within our team.
What You'll Do:
- Expert & Skilled Relationship Building: Communicate regularly with players via phone and email to build deep personal relationships and develop a tailored premium platform experience. Offer & cultivate personalized incentives, exclusive rewards and once in a lifetime experiences to enhance engagement and build brand loyalty.
- Portfolio Analysis and Management: Utilize all operational tools and analytics to meet and exceed against established KPIs, contributing to your own and overall team’s performance goals. Analyze player behavior and engagement patterns to understand spikes and drops, utilizing data to pinpoint key drivers and implement strategic adjustments.
- Team Collaboration: Actively participate in team meetings, off-site events and strategy sessions, offering feedback and innovative ideas to enhance processes and outcomes. “Humble but Hungry” - have a level of personal confidence and high standard of excellence while acknowledging learning and curiosity are the keys to success.
- Responsible Social Gameplay (RSG): Live by VGW’s company values by prioritising the safety and stability of your players in all possible business decisions and player interactions.
- Compliance Adherence: Be the perfect liaison between your players and all compliance teams, supporting VGW in their strict adherence to compliance obligations.
What You'll Bring:
- 3-5 years demonstrated account management experience either B2B or B2C
- Demonstrated effectiveness at developing and retaining high value level relationships.
- Demonstrated proficiency using various software and technology platforms, including CRM database management experience (Salesforce, Tableau etc.).
- Strong analytical and strategic thinking abilities with the ability to leverage data and insights to make actionable recommendations
Others:
Requires to work in the office twice a week
Work Schedule: Mondays to Fridays from 9am to 6pm
About VGW
VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games. With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.
As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.
At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.
Why VGW?
At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success. Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.
We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.
But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.
It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things.
If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.
Find out more at www.vgw.co
VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process. Please advise our Talent Acquisition Specialist in advance should accommodation be required.
We use an AI tool to help our Talent Acquisition team with note taking during screening interviews. Using this tool is optional. If you are invited to an interview, you will be given the opportunity to opt out if you choose to.
#KS1
Ready to apply?
Apply to VGW
Marketing CRM Operations Specialist
VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.
We have an exciting opportunity to join our Customer Engagement team, we are currently looking for a Marketing CRM Operations Specialist to join the team.
The Marketing CRM Operations Specialist works closely with the Operations Manager - Customer Engagement to develop and implement solutions that enhance the quality and efficiency of Marketing CRM operations. This position is responsible for building and scaling a centralized Knowledge Base, ensuring the CRM team is equipped with high-quality technical documentation and SOPs to deliver error-free campaigns across our global operations.
Key responsibilities will include:
- Execute optimisations of CRM tools and platforms in line with the wider Customer Engagement strategy to ensure they are continually fit to service the changing needs of the Customer Engagement team, including but not limited to rebuilding queues/views and updates to contact automations.
- Provide support with escalations from the customer facing teams.
- Follow internal procedures, guidelines and policies especially around use of language as it relates to our Sweeps Model.
- Build and maintain the CRM team Knowledge Base, ensuring process and compliance related documentation remain up to date at all times for all platform configurations and operational procedures, ensuring clarity and consistency across the team.
- Thoroughly digest and assess all product changes, releases, and compliance/business model language changes, in order to make the necessary adaptations to related processes.
- Collaborate with the CRM staff and Operations Manager - Customer Engagement to identify their needs and customer experience gaps and seek to solve them from an operational perspective. Ensure these needs and gaps are followed up on and closed out.
What you will bring to the role:
- 3+ years demonstrated success in handling marketing CRM operational needs
- Enthusiastic about technical logic, including “If-Then” automations, API triggers, and data flows within a marketing stack.
- Proven track record of creating high-quality SOPs
- Ability to communicate technical complexities clearly to non-technical stakeholders (Marketing) and vice-versa (Data/Product)
- Extensive experience with Braze, Salesforce Marketing Cloud, or similar high-volume Marketing CRM platforms
- Background in high-volume, regulated sectors such as Fintech, Online Gaming, or E-commerce is highly preferred
About VGW
VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.
With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.
As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.
At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.
Why VGW?
At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.
Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.
We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.
But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.
It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things.
If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.
Find out more at www.vgw.co
#LI-AA1
#LI-Hybrid
Ready to apply?
Apply to VGW
Team Lead - Account Management
VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games.
We have an exciting opportunity to join our Account Management team in Toronto and are currently looking for a Team Lead - Account Management to join the team.
The role is responsible for providing mentorship and guidance to team members within the Account Management Team, developing them into a group of strategic player development experts, capable of fostering and sustaining strong relationships. Ensure your team prioritises customer development and retention whilst adhering to our obligations in compliance, risk & player protection spaces.
As a vital part of the leadership team, support initiatives aimed at building and improving the broader Account Management department align team efforts with organisational goals while handling administrative tasks to ensure smooth operations and peak performance.
The salary range for this role is CAD 107,000 to CAD 130,250 per year.
This is an exisiting position within our team.
WHAT YOU'LL DO:
Player Retention
- Utilize KPIs to manage and track portfolio performance for the Account Management team and develop strategies to increase player retention
- Work closely with the department’s centrally created reports in order to identify and articulate trends or opportunities for improvement within your team’s portfolios
- Evaluate the growth and retention performance of player portfolios overseen by teams, identifying areas for improvement and growth opportunities
- Document trends impacting high value player churn or dissatisfaction, providing this insight to the wider business in order to identify and support opportunities for player experience improvements
- Leverage your advanced relationship building capabilities to support your team in making strategic decisions in order to grow and retain our highest value players
- Understand business objectives and player needs to provide strategic solutions and drive growth and retention initiatives
- Establish strong relationships and resolve complex player escalations
- Oversee account closures, ensure accurate reason codes and maintain records of all closed accounts
- Regularly assess reinvestment strategies and player gifting to optimize player retention
Compliance
- Display an advanced understanding of compliance and risk concepts and act as an escalation point for your team for their concerns
- Be aware of risks and look for opportunities to obviate and manage them within the team
- Ensure adherence to compliance standards such as Anti-Fraud, AML and Responsible Social Gameplay
- Identify high-risk cases for further escalations including legal disputes, RSG, AML, MLRO and Anti-Fraud
- Mitigate risks by ensuring player communications are handled in line with internal processes within established timelines
- Ensure chargebacks, RSG and SoW escalations are resolved promptly and effectively
Leadership
- Demonstrate integrity, accountability and professionalism and act as a role model for all team members
- Frequently act as a facilitator and formal team leader in promoting and displaying not only account management strategies but also business model knowledge, compliance rules
- Represent the team to other business units to get results and build relationships with internal shareholders
- Be a part of the collaborative larger Account Management leadership team driving a positive culture within the department and supporting initiatives and projects to drive improvements in the broader department
- Lead and manage key projects, ensuring timely delivery and alignment with business objectives
- Address and resolve conflicts that may arise within the team to foster a collaborative environment
Manage a High Peforming Team
- Cultivate a culture of excellence by monitoring core Key Performance Indicators (KPIs), spearheading regular account management skills enhancement sessions, and providing subject matter training
- Facilitate engaging discussions with your team and their direct reports, focusing on tailored development opportunities to refine their expertise and retain top talent.
- Assume responsibility, by extension, for the experience of all players managed by your direct reports, ensuring a seamless and positive interaction.
- Uphold a consistent standard of performance expectations, fostering accountability within the team, which encompasses regular reviews of team member communications and output.
- Lead, mentor and ongoing development for employees to ensure high performance and employee engagement
- Provide ongoing coaching and training to team members with a focus on delivering exceptional player experiences and achieve growth and retention targets
- Conduct regular meetings and skill sharing sessions with the team to deliberate on account management strategies
- Monitor and evaluate performance of team members, providing timely constructive feedback and recognizing individual achievements
- Offer guidance through challenging situations as they arise within their player portfolios.
WHAT YOU'LL BRING
- 5+ years demonstrated B2C relationship management experience or 3-5 years experience in Team Management.
- Demonstrated effectiveness at advanced level relationships building, B2C advantageous.
- Demonstrated proficiency using various software and technology platforms, including CRM database management experience.
- Demonstrates client focused approach with high level emotional intelligence.
- Ability to understand the implications of actions and make recommendations for solutions.
Others:
Hybrid work set-up: requires two days in the office
Work schedule: Mon to Fri from 9am to 6pm
About VGW
VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games. With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.
As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.
At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.
Why VGW?
At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success. Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.
We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.
But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.
It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things.
If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.
Find out more at www.vgw.co
VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process. Please advise our Talent Acquisition Specialist in advance should accommodation be required. We encourage all qualified applicants to apply, however only those selected for further consideration will be contacted.
Ready to apply?
Apply to VGW