Job Description

About us

Bally’s Intralot is a newly formed company established through the combination of Intralot and Bally’s International Interactive, positioning the group as a top iGaming operator and a leading global provider of lottery solutions.

Bally’s Intralot is uniquely positioned across digital online gaming markets, lottery, iLottery, and sports betting. Operating at the intersection of technology, regulation, and entertainment. We are optimally positioned to capitalise on strong global growth trends driven by digital adoption and regulatory expansion across lottery and iGaming markets.

More about the role

The VIP Manager is responsible for leading the strategic development and operational excellence of the VIP area, delivering best-in-class service to our high-value customers and ensuring a tailored, elite experience at every touchpoint. With a deep focus on advanced Player Development, proactive engagement, and seamless experience management, the VIP Manager works to maximise the value, loyalty, revenue, and retention of our VIP and GOLD user segments. Acting as a key link between VIP customers and internal stakeholders, the VIP Manager will innovate, leverage process automation and data-driven insights, and continuously enhance the VIP program to ensure clear differentiation and excellence in a highly competitive market.

So, what will you be doing?

• Developing and executing the Player Development strategy.
• Identifying, onboarding, and nurturing high-potential users, creating progression paths for prospective VIPs.
• Leading and empowering the VIP Player Development team, mentoring executives to ensure proactive outreach, journey management, and a culture of continuous improvement.
• Mapping all touchpoints, resolving friction points, and implementing enhancements or new digital experiences to boost engagement and lifetime value.
• Planning, coordinating, and automating VIP events to maximise impact and efficiency.
• Working with Product, Data, and CRM to optimise processes - leveraging analytics, segmentation, and marketing automation for scalable growth.
• Partnering with Compliance and Customer Service to ensure seamless KYC and AML checks for VIPs.
• Ensuring all calls, chats, and messages are used strategically to build trust and deepen relationships.
• Staying informed on industry best practices, automation tools, and emerging player needs to keep the VIP program market leading.

And what are we looking for? 

• Experience in a customer-facing/VIP management role, preferably in online gaming, online entertainment, luxury, hospitality, or financial services.
• Proven leadership experience with the ability to inspire and grow a diverse team.
• Demonstrable track record of increasing customer retention, revenue, and satisfaction among high-value segments.
• Experience with CRM systems and customer data management; knowledge of segmentation and data-driven targeting (Braze, Tableau, etc.).
• Excellent oral and written communication skills in English and Spanish.
• Strong fact-finding, problem-solving, and decision-making skills.
• Passion for premium customer service, creativity, ability to innovate new campaigns/services, and adaptability to a fast-paced environment.
• Familiarity with regulatory requirements in online gaming (RG, AML, CDD) is highly desirable.
• Customer-obsessed, proactive, and passionate about delivering ‘wow’ moments.
• Versatile multitasker, able to prioritise and handle shifting demands.
• Strategic thinker with a results-oriented mindset.
• Collaborative team player and effective cross-department communicator.
• Decisive, empathetic, and innovative, always searching for new ways to create value for VIP users.
• Creative, able to approach challenges with fresh perspective and deliver outside-the-box solutions.

This is what you'll get

Different benefits packages are tailored to fit each location, but here’s a taste of what may be on offer:

• Annual leave
• RRSP Program
• Health insurance
• Home office allowance
• Wellness or Gym allowance

DNA / Values

At Bally’s Intralot we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We Win as One, we succeed together - across every location and every function. We collaborate openly, raise each other up, and share the wins. We're Powered by Curiosity, we ask questions, challenge assumptions and make space to learn and innovate. We have Fun with Purpose, we bring creativity, energy and joy to how we work and what we deliver, because when people enjoy what they do, the work is better for everyone. Our teams Embracethe Possibility, when opportunity appears, we act. When the unexpected hits, we adapt. We don’t wait for change - we move towards it. At Bally's Intralot, we Guardthe Game, we protect what matters most,  fair play for our players, integrity for our partners, and accountability in everything we do.

Equal Opportunities

At Bally’s Intralot, we are committed to promoting equal opportunities in employment and working conditions. Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work. We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.

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