VIP Program Manager

We are NeoPollard Interactive. Digitally born, player-focused, and proudly powering the most profitable iLottery programs in North America through our interactive games, powerful gaming systems, and comprehensive suite of player services. We are innovative. From inception, innovation has been the core of NPi. As one of the first iLottery platform providers in North America, we laid the groundwork — helping pioneer the introduction and successful launch of some of the first iLottery programs in the U.S. We deliver innovative solutions and cutting-edge technology to our partners with an industry-proven track record of revenue growth. We are one-of-a-kind. The only Lottery supplier in North America exclusively focused on iLottery. We have one central focus; creating the most intuitive and fun iLottery experiences for players. Our sole focus drives our innovation and success in the iLottery space. We are industry experts. Serving the largest share of U.S. Lotteries that currently sell online with a track record of powering iLottery success through our state-of-the-art technology, top-performing game content, and innovative and comprehensive iLottery services. We are NPi. Join us. WHAT YOU WILL DO We are looking for a VIP Program Manager responsible for leading the company’s high‑value player strategy, overseeing a team of Player Engagement Specialists who manage individual VIP relationships. This role owns the full P&L of the VIP program, driving revenue growth, retention, and lifetime value through data‑driven decision‑making and personalized engagement initiatives. The VIP Program Manager will design and execute the overall VIP strategy, optimize player segmentation, and ensure exceptional service standards that strengthen loyalty and maximize profitability. This position will preferably be located in Calgary or Edmonton, Alberta, Canada. Lead and develop a team of Player Engagement Specialists, providing coaching, performance management, and strategic direction. Own the VIP program P&L, including forecasting, budgeting, and delivering against revenue and margin targets. Design and refine the VIP strategy, including segmentation, rewards, promotions, and lifecycle management. Analyze player behavior and performance metrics to identify opportunities for growth, retention, and reactivation. Collaborate with Marketing, Product, Compliance, and Operations to ensure seamless execution of VIP initiatives and adherence to regulatory requirements. Develop personalized engagement plans for top‑tier players, ensuring high‑touch service and proactive relationship management. Monitor competitive trends and industry best practices to continuously evolve the VIP offering. Oversee escalations and complex player issues, ensuring timely and effective resolution. Report on KPIs, including player value, churn, team performance, and program ROI. Ensure compliance with responsible gaming policies and jurisdictional regulations. Other duties as assigned WHAT YOU WILL BRING 5+ years of experience in online gaming, iGaming, hospitality, or a related customer‑centric industry. Proven experience managing VIP, loyalty, or high‑value customer programs. Strong leadership background with experience managing and developing teams. Demonstrated ability to manage P&L, build forecasts, and make data‑driven decisions. Deep understanding of player behavior, segmentation, and lifecycle management. Excellent communication, negotiation, and relationship‑building skills. Strong analytical mindset with proficiency in CRM tools, reporting platforms, and Excel/Sheets. Ability to thrive in a fast‑paced, highly regulated environment. Experience working cross‑functionally with marketing, product, and compliance teams. Passion for delivering exceptional customer experiences and driving measurable business results. Occasional travel required WHY WORK AT NPI? We hire the best. We prioritize innovation. We support and empower our team. Join us as we continue to shape the future of the iLottery industry by delivering players’ favorite games across all channels and driving outstanding returns for good causes. Our team member benefits include… • Comprehensive Health, Vision, and Dental Insurance • Life Insurance & AD&D Insurance • Generous RRSP Contribution • Paid Vacation and Personal Time • Wellness and Employee Assistance Program (EAP) • Company-Provided Laptop and Cellphone • Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the NPi Leadership Academy for Emerging Leaders) • Quarterly Profit-Sharing Program for All Employees Who Have Completed Six Months of Continuous Service • Paid Parental Leave Program ABOUT NEOPOLLARD INTERACTIVE Born in the digital domain, NeoPollard Interactive LLC (“NPi”) is an award-winning supplier of best-in-class iLottery solutions to the North American lottery market. Serving the largest share of U.S. lotteries that currently sell online, NPi helped pioneer the successful introduction of iLottery in the U.S. and is North America’s proven partner of choice to enable regulated lotteries to design and deploy complex gaming solutions in support of generating incremental revenue for good causes through the online channel. NPi offers cutting-edge technology, a full suite of managed services, and the industry’s top-performing game content as part of its innovative and comprehensive approach to partnering for iLottery success. Jointly owned by Pollard Banknote Limited (TSX: PBL) and NeoGames S.A.(Nasdaq: NGMS)—both globally recognized industry leaders—NPi powers the most profitable iLottery programs. Visit us at www.neopollard.com. Pollard iLottery Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The VIP Program Manager will lead the high-value player strategy and oversee a team of Player Engagement Specialists to drive revenue growth and retention. This role is responsible for managing the program's P&L, optimizing player segmentation, and ensuring exceptional service standards.

Candidates must have 5+ years of experience in online gaming, iGaming, or a related customer-centric industry with a proven track record in VIP or loyalty program management. Strong leadership skills, P&L management experience, and proficiency in data analysis and CRM tools are required.

• Comprehensive Health, Vision, and Dental Insurance • Life Insurance & AD&D Insurance • Generous RRSP Contribution • Paid Vacation and Personal Time • Wellness and Employee Assistance Program (EAP) • Company-Provided Laptop and Cellphone • Career Development Opportunities • Ongoing Training and Professional Development Courses • Quarterly Profit-Sharing Program • Paid Parental Leave Program

• CommunicationPreferred

Identified from the job description. Confirm important requirements above.

• VIP Program Management
• P&L Management
• Team Leadership
• Player Engagement
• Data-Driven Decision Making
• Strategic Planning
• Customer Segmentation
• Lifecycle Management
• Performance Management
• Analytical Skills
• CRM Tools
• Reporting
• Communication
• Negotiation
• Relationship Building
• Regulatory Compliance

• Management & Leadership
• Marketing
• Customer Service & Support
• Data & Analytics
• Software

Minimum experience

5+ years

Posting language

English

Working hours

40 hours per week