Experience Manager

🕒 September 24

🇨🇦 Canada – Remote

💵 $85k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ventures Lab

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Ventures Lab is a leading company providing end-to-end iGaming and financial business solutions. They operate as a prominent sports betting and gaming group in the online sector, offering a proprietary platform with managed services to support the iGaming, fintech, and banking industries. Their technology includes a versatile gaming platform for both sports and casino verticals, and features such as customer support, marketing solutions, CRM, and business intelligence tools. Ventures Lab is equipped to handle numerous payment methods, fraud control, and offers a robust infrastructure for hosting and network management. With licenses in major jurisdictions, they cater to partners seeking to expand their iGaming businesses worldwide by providing customizable and scalable solutions.

📋 Description

• Own day-to-day relationships for assigned players from first outreach through tier progression • Conduct proactive outreach using segmentation lists and Player Insights signals • Curate personalized bonuses and missions • Serve as the first point of contact for payment escalations, tier questions, and general check-ins • Track and act on birthdays, big wins, anniversaries, and other loyalty moments • Nominate players for appropriate live experiences • Log every interaction in Salesforce to ensure clean handoffs • Identify opportunities to improve the customer experience and site usability • Flag Responsible Gambling concerns to the RG team and remain the player's point of contact • Build the VIP program's relationships, operating rhythms, and standards as the first VIP hire at Miki Ontario • Manage performance against VIP retention, response time, and Smartico Mission Engagement metrics

🎯 Requirements

• Experience in VIP account management, high-touch customer relationships, or iGaming operations • Comfort owning outcomes for a book of players • Judgment under ambiguity • Comfort building a system from scratch • Familiarity with Ontario's regulatory environment, including AGCO requirements and Responsible Gambling standards • Based in Ontario • Expected to work with a late morning start and have availability to support customers when they need you most • Ability to meet response-time expectations: 15 minutes during your shift and 8 hours out-of-office • Familiarity with Smartico, Salesforce, Slack, Confluence, Google Suite, Internal Back Office, and PowerBI

🏖️ Benefits

• Annual bonus tied to quarterly KPIs • Vacation: 20 days, plus statutory holidays • 100% remote right now, with the possibility of hybrid down the line