Reports to: Head of Operations / Country Manager (Canada)Department: VIPType: Full-time, PermanentCompany Description:Goldrush Gaming Group is a leading and innovative player in the gaming and entertainment industry. We specialize in providing immersive, next-generation gaming experiences through a diverse portfolio of high-quality games and cutting-edge technology. Our mission is to deliver exceptional entertainment that engages players while maintaining a commitment to responsible gaming practices. With a focus on creativity, customer satisfaction, and technological advancements, Goldrush Gaming Group strives to redefine the future of gaming. Be part of a forward-thinking company that fosters growth, innovation, and success in an exciting industry. We are seeking passionate, self-motivated, and driven individuals to join our dynamic team.Role Summary:Founding hire who starts as the sole VIP Host + Manager. You will personally manage the VIP book, stand up the VIP program (SOPs, offers, tooling, reporting), then recruit and lead a team, while working hand-in-hand with the South Africa–based VIP and CRM teams to co-design custom offers, align with group playbooks, and report into the broader team and company structures (Operations, CRM, Finance, Executive).Ongoing ResponsibilitiesMaintain strong player relationships and deliver exceptional, proactive VIP service.Approve and monitor high-value offers and comps, ensuring positive ROI and compliance.Oversee all regulatory documentation (RG, affordability, EDD/PEP/SOW) with zero-defect execution.Deliver daily, weekly, and monthly reporting into SA Operations, CRM,



and Executive teams.Co-own custom offer engines and post-mortem analyses with SA CRM.Act as a cross-functional bridge between Payments, Risk, CS, Product, and BI teams.Must-Have QualificationsOntario iGaming VIP experience: 2+ years at an AGCO/iGO-regulated operator managing high-value players and mentoring hosts.Deep understanding of Responsible Gaming (RG), AML/FINTRAC, marketing, and privacy standards, with a proven track record of compliant VIP practices.Hands-on experience in CRM/loyalty execution (segmentation, journeys, A/B testing) and strong analytics/Excel skills.Exceptional communication and stakeholder management across time zones and departments.Proven ability to perform as both individual contributor and leader in a fast-paced, build-mode workplace — with flexibility for after-hours coverage.Nice-to-HavesEvent or hospitality execution experience.Bilingual English/French proficiency.Phased ApproachManage your own VIP book: inbound/outbound engagement, reactivation, retention, and escalations.Build the VIP Playbook: contact cadences, talk tracks, comp matrix, and offer guardrails.Stand up SOPs & QA for calls, chats, and emails; create CRM templates and tagging logic.Launch reporting frameworks: daily deposit/withdrawal activity, weekly competitor scan,



and monthly ROI reports for executives.Collaborate with South Africa–based VIP & CRM teams to localize offers within AGCO compliance standards.Partner with Risk/AML and Payments for approvals, due diligence, and audit trails.Define dashboards and KPIs with BI; create next‐best‐actionand pipeline tracking views.Key Performance indicators: Response and callback SLAs for new VIPs, reactivation rate of dormant accounts, deposit frequency among active VIPs, VIP NGR/margin uplift vs. baseline, zero compliance incidentsPhase 1: First HiresRecruit and onboard 1–2 VIP Hosts, setting coverage hours, SLAs, and performance targets.Train hosts on compliance, QA, and player management standards.Introduce tiering, segmentation, and automated journeys with the CRM team.Refine offer economics and retention models alongside SA CRM.Phase 2 — ScaleExpand the team to 3–5 Hosts; establish incentive plans and career paths.Launch compliant VIP experiences (events, hospitality) within regulatory guardrails.Evolve playbooks, limits, and communications in collaboration with Canadian and SA marketing/CRM teams.Key Performance indicators: Retention/reactivation rates by tier, ARPPU and revenue per host, withdrawal turnaround times, VIP CSAT/NPS scores, compliance audit pass rateTools & PlatformsCRM/loyalty: Smartico, Optimove, or similar.Excel and BI dashboards.Eligibility & ComplianceMust be eligible to work in Canada and able to obtain/maintain AGCO/iGO registrations.CompensationCompetitive base salary + performance bonus.Benefits package and on-call allowance.Seniority levelMid‐Senior levelEmployment typeFull‐timeIndustriesGambling Facilities and Casinos

📌 Vip Host Manager (Toronto)
🏢 Goldrush Gaming Group
📍 Toronto