Team Lead - Account Management
The Team Lead - Account Management at VGW is responsible for mentoring and guiding the Account Management team to develop strategic player development experts capable of fostering and sustaining strong relationships. This role ensures the team prioritizes customer development and retention while adhering to compliance, risk, and player protection obligations. As a vital part of the leadership team, the Team Lead supports initiatives aimed at building and improving the broader Account Management department, aligning team efforts with organizational goals, and handling administrative tasks to ensure smooth operations and peak performance.
Key responsibilities include utilizing KPIs to manage and track portfolio performance, developing strategies to increase player retention, and evaluating the growth and retention performance of player portfolios. The role involves documenting trends impacting high-value player churn or dissatisfaction, providing insights to the wider business to identify and support opportunities for player experience improvements. Additionally, the Team Lead is expected to establish strong relationships, resolve complex player escalations, oversee account closures, and regularly assess reinvestment strategies and player gifting to optimize player retention.
The position requires a minimum of 5 years of demonstrated B2C relationship management experience or 3-5 years of team management experience. Candidates should have demonstrated effectiveness at advanced-level relationship building, proficiency using various software and technology platforms, including CRM database management experience, and a client-focused approach with high-level emotional intelligence. The ability to understand the implications of actions and make recommendations for solutions is also essential.
The salary range for this role is CAD 107,000 to CAD 130,250 per year. VGW offers a hybrid work setup, requiring two days in the office, and a work schedule from Monday to Friday, 9 am to 6 pm.
VGW is an interactive entertainment company that harnesses 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, VGW entertains and delights over one million players in North America. The company values diversity and inclusivity, creating an environment where everyone feels welcome, inspired, and supported. VGW is committed to flexibility, allowing employees to strike a healthy balance between personal life and career, and offers opportunities for learning and career advancement.