VGW is an interactive entertainment company, harnessing technology and creativity to deliver world‑class, free‑to‑play online social games.We have an exciting opportunity to join our Account Management team in Toronto and are currently looking for a Team Lead – Account Management to join the team.The role is responsible for providing mentorship and guidance to team members within the Account Management Team, developing them into a group of strategic player development experts capable of fostering and sustaining strong relationships. Ensure your team prioritises customer development and retention whilst adhering to our obligations in compliance, risk & player protection spaces.As a vital part of the leadership team, support initiatives aimed at building and improving the broader Account Management department, align team efforts with organisational goals, and handle administrative tasks to ensure smooth operations and peak performance.The salary range for this role isCAD 107,000toCAD 130,250per year.This is an existing position within our team.WHAT YOU'LL DO:Player RetentionUtilise KPIs to manage and track portfolio performance for the Account Management team and develop strategies to increase player retentionWork closely with the department’s centrally created reports to identify and articulate trends or opportunities for improvement within your team’s portfoliosEvaluate the growth and retention performance of player portfolios overseen by teams, identifying areas for improvement and growth opportunitiesDocument trends impacting high‑value player churn or dissatisfaction, providing this insight to the wider business to identify and support opportunities for player‑experience improvementsLeverage your advanced relationship‑building capabilities to support your team in making strategic decisions to grow and retain our highest value playersUnderstand business objectives and player needs to provide strategic solutions and drive growth and retention initiativesEstablish strong relationships and resolve complex player escalationsOversee account closures, ensure accurate reason codes and maintain records of all closed accountsRegularly assess reinvestment strategies and player gifting to optimise player retentionComplianceDisplay an advanced understanding of compliance and risk concepts and act as an escalation point for your team for their concernsBe aware of risks and look for opportunities to obviate and manage them within the teamEnsure adherence to compliance standards such as Anti‑Fraud, AML and Responsible Social GameplayIdentify high‑risk cases for further escalations including legal disputes, RSG, AML,



MLRO and Anti‑FraudMitigate risks by ensuring player communications are handled in line with internal processes within established timelinesEnsure chargebacks, RSG and SoW escalations are resolved promptly and effectivelyLeadershipDemonstrate integrity, accountability and professionalism and act as a role model for all team membersFrequently act as a facilitator and formal team leader in promoting and displaying not only account management strategies but also business model knowledge, compliance rulesRepresent the team to other business units to get results and build relationships with internal shareholdersBe a part of the cooperative larger Account Management leadership team driving a positive culture within the department and supporting initiatives and projects to drive improvements in the broader departmentLead and manage key projects, ensuring timely delivery and alignment with business objectivesAddress and resolve conflicts that may arise within the team to foster a collaborative environmentManage a High Performing TeamCultivate a culture of excellence by monitoring core KPIs, spearheading regular account management skills enhancement sessions, and providing subject‑matter trainingFacilitate engaging discussions with your team and their direct reports, focusing on tailored development opportunities to refine their expertise and retain top talent.Assume responsibility, by extension, for the experience of all players managed by your direct reports, ensuring a seamless and positive interaction.Uphold a consistent standard of performance expectations, fostering accountability within the team, which encompasses regular reviews of team member communications and output.Lead, mentor and ongoing development for employees to ensure high performance and employee engagementProvide ongoing coaching and training to team members with a focus on delivering exceptional player experiences and achieving growth and retention targetsConduct regular meetings and skill‑sharing sessions with the team to deliberate on account management strategiesMonitor and evaluate performance of team members,



providing timely constructive feedback and recognising individual achievementsOffer guidance through challenging situations as they arise within their player portfolios.WHAT YOU'LL BRING5+ years demonstrated B2C relationship‑management experience or 3‑5 years experience in Team ManagementDemonstrated effectiveness at advanced level relationships building, B2C advantageousDemonstrated proficiency using various software and technology platforms, including CRM database management experienceDemonstrates client‑focused approach with high level emotional intelligenceAbility to understand the implications of actions and make recommendations for solutionsOthers:Hybrid work set‑up: requires two days in the officeWork schedule: Mon to Fri from 9am to 6pmAbout VGWVGW is an interactive entertainment company, harnessing technology and creativity to deliver world‑class, free‑to‑play games. With high‑quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.At VGW, one of our core values is "our players come first". This means always striving to deliver a protected, responsible and positive player experience.Why VGW?At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success. Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.We believe in our people and are committed to creating an environment where everyone feels welcome, inspired and supported. We recognise that life is more than just work – that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in‑person and online events to social gatherings and much more.It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things.If you want to join a team that does things differently, apply today – we look forward to seeing what you can bring to our team.VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process. Please advise our Talent Acquisition Specialist in advance should accommodation be required. We encourage all qualified applicants to apply, however only those selected for further consideration will be contacted.#J-18808-Ljbffr

📌 Team Lead - Account Management Toronto, On, Canada - C$107,000 - C$130,250 A Year (Winnipeg)
🏢 VGW
📍 Winnipeg