Bilingual VIP Account Manager (English/French)

Job summary

Manage and grow a portfolio of VIP players by building strong relationships to drive retention, engagement, and revenue. Collaborate with cross-functional teams to deliver personalized support and represent the business at VIP events.

Job details

Company Description About Entain There's nothing like a career at Entain. We're a leading, global sports betting and gaming company and we're upping the excitement and increasing player safety. We're a FTSE company with iconic brands including Ladbrokes, Coral, BetMGM, Eurobet and bwin, and we have an energy that drives us to perform at the height of our potential. Whether you're an engineer, marketer or retail specialist, a career here is a complete game changer. Job Description This is a replacement, hybrid (2 days in the office) role. As a Bilingual VIP Account Manager you will be responsible for managing, retaining, reactivating and growing a portfolio of VIP players across English and French speaking audiences. Reporting to the VIP Team Lead, you will be part of the VIP team. This team strengthens player retention, maximises long-term value, supports complex escalations, and acts as a trusted subject matter expert and mentor within the VIP Account Management function. Salary range for this role, based on experience level is $75 - 90,000 base, plus there are also quarterly incentives. This role is all about building strong relationships with VIP players, understanding their needs, and creating great experiences that keep them engaged and coming back. You Will: Manage and grow a portfolio of VIP players, building strong relationships to drive retention, engagement and revenue growth. Deliver a first-class VIP experience through personalised support across phone, email, SMS and chat. Use player insights, behaviours and market trends to identify opportunities for retention, reactivation and commercial growth. Collaborate with teams across CRM, Marketing, Product, Payments, Trading and Operations to enhance the VIP customer journey. Represent the business at VIP events, helping to create memorable experiences for high-value customers. Provide flexible, customer-focused support, including occasional evenings and weekends to meet VIP client needs. Qualifications You Have: Fluency in both English and French is required, with the ability to communicate confidently and professionally with players in both languages. Casino knowledge/experience is essential for this role. Extensive customer service, account management, or relationship management experience. Highly organised with strong attention to detail and the ability to manage multiple priorities. A collaborative team player with good working knowledge of CRM systems. Previous experience in events, sports, gaming, betting, or VIP customer management is beneficial. This role includes attending in person events which could be on evenings or weekends, so there would need to be flexibility around this. It may also include some travel. Additional Information Benefits At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire you. Join us, and a great compensation package is just the beginning. You can expect to receive benefits like: A flexible benefits plan allowing you to adapt the benefits you receive to suit your personal circumstances. Medical insurance for you and your family. These are a discretionary and non-contractual part of your benefits package. Vacation/Holiday: 15 vacation days per year, plus statutory holidays. Pension: You will be auto enrolled into our pension plan. Group Bonus Plan: You will be eligible to participate in our group bonus plan which is a discretionary and non-contractual part of your compensation package, paid out annually. Equal Opportunities. If you need any reasonable adjustments at any stage of the recruitment process, please contact us and we'll support you. We're committed to creating a diverse, equitable and inclusive workplace where everyone feels valued, respected and able to be themselves. We're an equal opportunities employer. We welcome applications from everyone and we do not discriminate based on age, disability, gender or gender reassignment, pregnancy or maternity, race, religion or belief, sexual orientation, marriage/civil partnership, or any other basis. We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally. This is a replacement position. #LI-Hybrid Advertising Department: Sportsbook & Gaming Referral Band: ♣ Compensation: CAD 75000 - CAD 90000 - yearly

What you’ll do

Manage and grow a portfolio of VIP players by building strong relationships to drive retention, engagement, and revenue. Collaborate with cross-functional teams to deliver personalized support and represent the business at VIP events.

Requirements

Fluency in both English and French is required along with professional experience in account management or customer service. Candidates must possess specific knowledge of the casino industry and be comfortable with a flexible schedule including evenings and weekends.

Benefits

• Flexible benefits plan
• Medical insurance
• Pension plan
• Group bonus plan
• Vacation days

Listed skills

• French · Preferred
• Customer service · Preferred
• Organization · Preferred
• Retention · Preferred
• Attention to detail · Preferred
• Account Management · Preferred
• Communication · Preferred
• CRM Systems · Preferred
• English · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Account management
• Customer service
• Relationship management
• Bilingual
• French
• English
• Casino knowledge
• CRM systems
• Retention
• Communication
• Organization
• Attention to detail
• Sports betting
• Gaming
• Event management
• Workplace Inclusivity
• Relationship Management
• Bilingual (French/English)
• Ethical Standards And Conduct
• Account Management
• Multilingualism
• Customer Relationship Management
• Customer Service
• Marketing
• Market Trend
• Operations
• Team Leadership
• Revenue Growth
• Detail Oriented

Job areas

• Customer Service & Support
• Sales
• Marketing
• Sports & Recreation
• VIP Account Manager
• Key Account Manager
• Commercial Sales Representatives
• Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products