Relationship Manager (Alberta)

As our Relationship Manager (Alberta) you will be responsible for the establishment, development, and long-term value of our High Value Customer (HVC) portfolio across sportsbook and casino products. Operating within a newly regulated and closely scrutinized market, this role plays a critical part in safeguarding the business through strong SOW/SOF, affordability, and Responsible Gambling execution, delivering a best-in-class HVC experience that is personalized, compliant, and sustainable, and growing player value responsibly while protecting both the customer and the brand.

You will act as a front-line ambassador for our brands in Alberta, combining hospitality, commercial insight, and regulatory discipline to build trusted, lasting relationships. Your drive and ideas will help us move faster, improve smarter, and stay ahead of the game.

• Take full accountability for an assigned portfolio of High Value Customers
• Act as the primary point of contact, building trusted, long term relationships
• Manage customers across multiple brands and verticals, tailoring engagement accordingly
• Deliver personalized hosting and experiences aligned with player preferences and brand guidelines
• Drive responsible growth, retention, and lifetime value within your portfolio
• Review and assess account performance within the first four weeks and on an ongoing basis
• Make informed recommendations on HVC upgrades, downgrades, and removals
• Contribute insights that support the ongoing growth and optimization of the HVC Loyalty program
• Ensure bonusing and rewards remain effective, compliant, and value driven
• Identify, document, and assess Source of Wealth, Source of Funds, and affordability
• Monitor and respond to significant losses or behavioral changes with appropriate duty of care
• Execute Responsible Gambling interventions confidently, professionally, and empathetically
• Escalate risk cases to Compliance, RG, or senior stakeholders when required
• Maintain high‑quality documentation and communication standards to support audits and reviews
• Maintain a strong working knowledge of Alberta specific regulatory requirements
• Ensure all HVC engagement, offers, and incentives comply with provincial regulations
• Support regulatory reviews, audits, and information requests when required
• Act as a compliance first representative of the business in all customer interactions
• Use CRM tools, dashboards, and reporting to guide contact strategies and decisions
• Interpret player data to identify opportunities, risk signals, and emerging trends
• Collaborate with Operations, Compliance, Marketing, and Market Development teams to deliver a seamless HVC experience
• Provide feedback on player experience, product performance, and local market dynamics
• Represent the company at events, hospitality experiences, and HVC activations
• Build relationships through multiple engagement channels, including phone, digital, and in person
• Test the product experience personally and stay informed on market and regulatory developments
• Maintain flexibility to support player activity outside standard business hours when required

• Clear, confident communication (written and verbal), and the ability to breakdown complex ideas (required)
• A collaborative mindset, working smoothly with cross‑functional teams to hit shared goals (required)
• Strong organisational skills and the ability to manage multiple projects without dropping the ball (required)
• Exceptional attention to detail and a commitment to high‑quality work (required)
• Adaptability – you stay sharp, productive and positive in fast‑moving environments (required)
• Proven ability to build, maintain, and grow high value customer relationships (required)
• Confidence in handling sensitive conversations related to risk, affordability, and behavior (required)
• Proficiency with CRM systems and customer management tools (required)
• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends (preferred)
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations (preferred)
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards (preferred)
• Experience in developing and executing customer retention strategies (preferred)
• Experience in online sportsbook and casino environments (preferred)
• Experience developing and executing HVC retention strategies (preferred)
• Confidence working with reports, dashboards, and performance insights (preferred)
• Exposure to multi brand or multi jurisdictional HVC programs (preferred)

• Our learning and development programmes give you the tools, training and opportunities to level up fast.
• Our Performance tool ensures you get meaningful feedback to support your development and superdrive your career.
• Our Employee Assistance Programme offers resources for you and your family.
• Health insurance