VIP Program Manager

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NeoPollard Interactive

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💼 Consulting

🍽️ Food & Beverage

📣 Marketing

Consulting • Food & Beverage • Marketing

NeoPollard Interactive is an innovative company dedicated to powering the most profitable iLottery programs across North America. They provide a comprehensive and customizable suite of iLottery business modules, including player management, game management, payments, compliance, and responsible gaming services. NeoPollard's robust, secure, and user-friendly solutions are already implemented in lotteries across Michigan, Virginia, West Virginia, and New Hampshire. The company is a collaboration between Pollard Banknote and NeoGames, offering state-of-the-art online, mobile, and hybrid gaming solutions that integrate seamlessly with brick-and-mortar retail. NeoPollard Interactive stands out with its iLottery 360° Solution, driving new revenue streams and innovation for state and provincial lotteries.

📋 Description

• Responsible for leading the company’s high‑value player strategy • Oversee a team of Player Engagement Specialists who manage individual VIP relationships • Own the full P&L of the VIP program, driving revenue growth, retention, and lifetime value through data‑driven decision‑making and personalized engagement initiatives • Design and execute the overall VIP strategy, optimize player segmentation, and ensure exceptional service standards that strengthen loyalty and maximize profitability • Lead and develop a team of Player Engagement Specialists, providing coaching, performance management, and strategic direction • Own the VIP program P&L, including forecasting, budgeting, and delivering against revenue and margin targets • Design and refine the VIP strategy, including segmentation, rewards, promotions, and lifecycle management • Analyze player behavior and performance metrics to identify opportunities for growth, retention, and reactivation • Collaborate with Marketing, Product, Compliance, and Operations to ensure seamless execution of VIP initiatives and adherence to regulatory requirements • Develop personalized engagement plans for top‑tier players, ensuring high‑touch service and proactive relationship management • Monitor competitive trends and industry best practices to continuously evolve the VIP offering • Oversee escalations and complex player issues, ensuring timely and effective resolution • Report on KPIs, including player value, churn, team performance, and program ROI • Ensure compliance with responsible gaming policies and jurisdictional regulations • Other duties as assigned

🎯 Requirements

• 5+ years of experience in online gaming, iGaming, hospitality, or a related customer‑centric industry • Proven experience managing VIP, loyalty, or high‑value customer programs • Strong leadership background with experience managing and developing teams • Demonstrated ability to manage P&L, build forecasts, and make data‑driven decisions • Deep understanding of player behavior, segmentation, and lifecycle management • Excellent communication, negotiation, and relationship‑building skills • Strong analytical mindset with proficiency in CRM tools, reporting platforms, and Excel/Sheets • Ability to thrive in a fast‑paced, highly regulated environment • Experience working cross‑functionally with marketing, product, and compliance teams • Passion for delivering exceptional customer experiences and driving measurable business results

🏖️ Benefits

• Comprehensive Health, Vision, and Dental Insurance • Life Insurance & AD&D Insurance • Generous RRSP Contribution • Paid Vacation and Personal Time • Wellness and Employee Assistance Program (EAP) • Company-Provided Laptop and Cellphone • Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the NPi Leadership Academy for Emerging Leaders) • Quarterly Profit-Sharing Program for All Employees Who Have Completed Six Months of Continuous Service • Paid Parental Leave Program