Bilingual VIP Account Manager (English/French)
Entain is looking for a Bilingual VIP Account Manager to join its Sportsbook and Gaming team. This hybrid role focuses on managing, retaining, reactivating, and growing a portfolio of VIP players across English and French-speaking audiences. The position reports to the VIP Team Lead and plays a key role in strengthening player retention and maximising long-term value.
The role involves building strong relationships with high-value players to understand their needs and create engaging experiences. The successful candidate will act as a subject matter expert within the VIP Account Management function and support complex escalations.
- 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.
- Fluency in both English and French (required)
- Casino knowledge/experience is essential for this role (required)
- Extensive customer service, account management, or relationship management experience (required)
- Highly organised with strong attention to detail and the ability to manage multiple priorities (required)
- Collaborative team player with good working knowledge of CRM systems (required)
- Previous experience in events, sports, gaming, betting, or VIP customer management is beneficial (nice-to-have)
- Flexibility to attend in person events which could be on evenings or weekends, and potential for some travel (required)
- Salary range of CAD 75,000 to CAD 90,000 base plus quarterly incentives.
- Flexible benefits plan allowing you to adapt the benefits you receive to suit your personal circumstances.
- Medical insurance for you and your family.
- 15 vacation days per year, plus statutory holidays.
- Auto-enrolment into the company pension plan.
- Eligibility to participate in the annual group bonus plan.
Entain is one of the world's largest sports betting and gaming entertainment groups and a FTSE 100 company. Formed when GVC Holdings rebranded as Entain in December 2020, its brands trace their history back to the 1880s and include bwin, Coral, Foxy, Gala, Ladbrokes and partypoker. Through its joint venture with MGM Resorts International, it powers BetMGM in the United States with its proprietary technology. Headquartered in London, Entain employs over 30,000 people with offices across 19 countries.