Pala Interactive is a full-service, real-money and social gaming technology provider and operator. Pala offer a full spectrum of games across all distribution channels (web, download, tablet & smartphone) which include casino, poker and bingo for real money and social gaming.

Pala’s strength is its relentless focus on high quality, high functioning, immersive software platforms run across high availability, high security, high transaction load infrastructure. Pala is a technology company at its heart and is committed to being a mobile first developer of real-money gaming applications.

Communicating with active, potential and inactive VIPs, the VIP Host will encourage increased play through strategic VIP planning. This will be accomplished through a range of CRM and one-to-one marketing initiatives, ensuring that we are maximizing yield, minimizing churn and generating increased VIP play.

The successful candidate will play a key role in ensuring that our VIP customers receive an exceptional experience across all brands and products. You will act as the primary point of contact for our VIP customers and be responsible for building and maintaining strong relationships with them.

Responsibilities

Act as the first point of contact for all VIP customers, responding promptly and professionally to their queries and concerns.
Build and maintain strong relationships with VIP customers, ensuring that they feel valued and appreciated.
Collaborate with other departments, including but not limited to Marketing, Support, Finance and Security, to ensure that VIP customers receive a seamless experience and that their needs are met in a timely and efficient manner.
Working with Marketing to deliver VIP programs across all brands and products, including acquisition, conversion and retention.
Communication with VIPs, and potential VIPs, to increase game play, loyalty and thus, increased revenue.
Working off of predefined weekly, monthly and quarterly goals.
Communicate and report VIP player performance to senior management
Regular analytical analysis of competitors and the customer landscape to ensure the competitiveness of the VIP program.
Handle VIP customer complaints and escalate to relevant departments if necessary, ensuring that customers are satisfied with the resolution.
Planning and management of land based events, hospitality and VIP hosting.

Requirements

Proven experience in a similar role, preferably in the online gaming or entertainment industry. Experience in land based or online gaming not mandatory but an asset.
We are looking for a self starter with ability to self motivate and use initiative while interacting with other departments and teams.
High levels of interpersonal skills and ability to quickly build a rapport with customers.
Must be able to work flexible hours as applicable.
Experienced in telephone or chat both inbound and outbound – outbound sales or customer service experience is preferable.
Comprehensive understanding of VIP's, marketing, CRM and operations.
Ability to accurately profile and segment VIP clients effectively.
Confident, articulate and tenacious communication style, both on the phone or in person, and in written format.
Must be willing to complete regulatory licensing where necessary. This will involve due diligence checks on personal background.
Role will require flexible hours, along with weekends.

Job Type: Full-time, Permanent

Benefits:

Casual dress
Company events
Dental care
Disability insurance
Extended health care
Life insurance
On-site childcare
On-site gym
On-site parking
Paid time off
RRSP match
Tuition reimbursement
Vision care

Work Location: Hybrid Remote - 3 days per week in North York, ON M2J 5B5

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