Role Overview
The Pure iGaming VIP Manager will be responsible for building, managing, and growing relationships with high-value online casino and sports betting players. This role is critical to the success of Pure Casino’s VIP program. The right candidate will bring a proven track record in high-value player relationship management within a regulated online gaming environment, strong commercial judgment, and a clear understanding of how to balance player engagement, business performance, and responsible gambling obligations.
The VIP Manager will act as a trusted point of contact for Pure’s highest-value players, delivering a premium, personalized experience while ensuring all activity is managed responsibly, sustainably, and within approved compliance and reinvestment frameworks.
Key Responsibilities
VIP Relationship Management
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Manage and develop relationships with high-value online casino and sports betting players.
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Act as the primary point of contact for assigned VIP players, providing premium, personalized, and timely service.
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Build a deep understanding of each player’s preferences, product interests, communication style, reward expectations, and engagement patterns.
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Proactively identify opportunities to strengthen player relationships through tailored offers, events, hospitality, gifting, and service.
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Support the identification and development of emerging VIP players.
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Manage player questions, requests, and escalations with discretion, professionalism, and sound judgment.
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Host players at Pure Casino properties and events.
Commercial Performance
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Drive VIP retention, engagement, reactivation, and revenue in a sustainable and responsible way.
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Use player data, CRM tools, dashboards, and reporting to identify opportunities, risks, and trends across the VIP base.
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Assess player value, reinvestment levels, bonus use, retention opportunities, and potential business risk.
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Recommend and execute appropriate VIP offers, rewards, campaigns, and experiences within approved program guidelines.
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Ensure reinvestment is commercially sound and aligned with player value, program objectives, and budget parameters.
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Provide regular updates on VIP player performance, opportunities, risks, and key account activity.
Responsible Gambling & Player Risk
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Apply responsible gambling principles with specific sensitivity to the VIP segment.
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Recognize early signs of concern among high-value players, including changes in deposit behaviour, play intensity, communication tone, urgency, emotional distress, or unusual reward requests.
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Demonstrate strong judgment on when to engage, when to pause, and when to escalate concerns through the appropriate internal channels.
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Ensure VIP activity never encourages unsafe play, excessive wagering, or behaviour that conflicts with responsible gambling standards.
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Maintain accurate records of player interactions, rewards, concerns, escalations, and key decisions.
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Work closely with compliance, risk, customer support, and leadership teams to ensure player issues are handled appropriately.
Program & Cross-Functional Support
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Support the development and ongoing improvement of Pure Casino’s VIP program, including tiers, benefits, rewards, communications, and player journeys.
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Collaborate with CRM, marketing, customer support, compliance, finance, product, and retail casino teams.
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Help connect Pure’s online VIP program with the broader Pure Casino retail ecosystem.
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Support VIP events, hospitality experiences, gifting, and player entertainment opportunities.
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Monitor competitor VIP programs and provide recommendations to improve Pure’s VIP offering.
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Contribute to VIP reporting and planning.
Required Experience & Skills
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5+ years of experience working in online casino and/or online sports betting for an established regulated operator.
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Proven experience as a VIP Account Manager, VIP Host, Player Development Manager, or similar high-value player relationship role.
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Strong understanding of regulated online gaming environments, ideally within Canada.
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Proven track record building and managing relationships with high-value players.
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Strong commercial instincts, including the ability to assess player value, reinvestment, retention opportunities, and business risk.
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Strong understanding of responsible gambling principles and how they apply specifically to VIP players.
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Ability to identify concerning player behavior and escalate appropriately.
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Excellent verbal and written communication skills.
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Strong judgment, discretion, emotional intelligence, and professionalism.
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Comfortable using player reports, CRM systems (e.g. Monday.com), Microsoft Excel, dashboards, and customer data to make informed decisions.
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Ability to manage difficult player interactions calmly and professionally.
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Strong organizational skills with the ability to manage multiple players, priorities, campaigns, and deadlines.
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Willingness to work flexible hours, including evenings, weekends, holidays, and key event periods as required.
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Ability to travel to Pure Casino properties in Alberta and host players at Pure’s facilities.
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Ability to obtain and maintain any required gaming registrations, licenses, or approvals.
Preferred Experience
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Experience managing both casino and sports betting VIP players.
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Experience working with CRM, loyalty, bonus, player tracking, or VIP management platforms.
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Experience supporting VIP events, hospitality programs, gifting, or player entertainment.
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Experience working with retail casino or omnichannel player development teams.
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Familiarity with Alberta or Canadian gaming regulation.
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Existing knowledge of casino games, sportsbook products, promotions, player segmentation, and VIP reinvestment models.
What Success Looks Like
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VIP players receive a premium, personalized, and highly responsive experience.
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High-value player retention, engagement, and revenue grow in a sustainable way.
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Reinvestment is managed responsibly and delivers clear business value.
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Emerging VIP players are identified and developed effectively.
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Player risks and responsible gambling concerns are identified early and escalated appropriately.
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The VIP program becomes a meaningful differentiator for Pure Casino in Alberta.
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Internal teams have clear visibility into VIP performance, opportunities, and risks.
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Pure Casino builds a VIP program that is commercially strong, compliant, responsible, and connected to its retail casino ecosystem.
Personal Attributes
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Relationship-led and service-oriented.
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Commercially minded and data-aware.
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Calm under pressure.
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Discreet and professional.
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Strong communicator.
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Highly organized.
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Comfortable with ambiguity and launch-stage environments.
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Able to balance player needs, business goals, and responsible gambling obligations.
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Confident working with high-value players while maintaining appropriate boundaries.
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Passionate about delivering a premium gaming experience.
