Experience Manager (Ontario)

You're not just tracking play — you're designing what it feels like to be someone's favourite person to hear from. That means knowing which players want front-row seats to the biggest event of the year, which ones want a quiet "saw you hit your milestone" message at exactly the right moment, and which ones just want their withdrawal handled before they even finish typing the question. As a MyMiki Experience Manager, you build that experience — one relationship, one thoughtful move at a time.

This is a relationship role first, an operations role second. You'll know your players — not just their tier, but what actually makes them feel seen — and you'll be the person who creates change to improve the customer experience at Miki Ontario!

Here's the part that makes this one different: you'd be the first VIP hire at Miki Ontario. There's no established playbook to just follow — there's one to help write. You'll be building the relationships, the rhythms, and the standards that the entire VIP program gets measured against from day one, with real room to grow as the team and the program scale around you.

Responsibilities / What You'll Own:

• Your player book. Day-to-day relationships for your assigned players, from first outreach through every tier they climb.
• Proactive outreach, not reactive support. You're working segmentation lists and Player Insights signals to reach players before they raise a hand — deposit velocity, session frequency, wager trends, tenure. If a player's about to become VIP-worthy, you're already in their inbox.
• Personalized offers. Curating bonuses and missions that actually fit how someone plays — not blanket promotions.
• A direct line, always open. You're the first point of contact for your players on payment escalations, tier questions, and general check-ins. No queues, no "please hold."
• The moments that matter. Birthdays, big wins, anniversaries — the human touches that build real loyalty, tracked and acted on, not left to memory.
• Live experience nominations. You know your players well enough to put the right names forward for the right events — this is judgment, not an auto-assignment.
• Clean handoffs. Every interaction logged in Salesforce, so a promotion, a shift boundary, or a Customer Support handoff never means your player has to reintroduce themselves to someone new.
• Overall CX enthusiast. You are constantly thinking about what we can do better, how we can improve our offering, and what we can rearrange to make the site more user friendly.
• Responsible Gambling, built in, not bolted on. The same attention that spots a rising player also spots one who needs support. You'll flag anything RG-relevant to the RG team and stay the player's point of contact through it.
• Tools You'll Use: Smartico, Salesforce, Slack, Confluence, Google Suite, Internal Back Office, PowerBI.

Requirements / What You'll Need:

• Experience in VIP account management, high-touch customer relationships, or iGaming operations — you know how to build trust with people who have plenty of other places to take their business
• Comfort owning outcomes for a book of players, not just executing a task list
• Judgment under ambiguity — a lot of this role is reading a player and making the right call, not following a script
• Comfort building from scratch — you won't be handed a fully-formed system, and that should sound exciting, not daunting
• Familiarity with Ontario's regulatory environment — AGCO requirements and Responsible Gambling standards aren't an afterthought here
• Based in Ontario, this role is expected to work with a late morning start and have availability to support customers when they need you most

How Success Is Measured: 

• VIP Retention Rate — you're accountable for your own book of customers
• Response Time — 15 minutes during your shift, 8 hours out-of-office
• Smartico Mission Engagement — the more engaged the customers are, the more successful you will be

Our offer / What You'll Get:

• Salary: $85,000 – $110,000, depending on experience
• Annual bonus tied to quarterly KPIs
• Vacation: 20 days, plus statutory holidays
• Where you work: 100% remote right now, with the possibility of hybrid down the line