VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games. We have an exciting opportunity for a Team Lead – Account Management in Toronto. The role is responsible for providing mentorship and guidance to team members, developing them into strategic player development experts, fostering and sustaining strong relationships, and ensuring the team prioritizes customer development and retention while meeting compliance, risk, and player protection obligations. Location: Toronto, Canada Salary: CAD 107,000 to CAD 130,250 per year Schedule: Mon – Fri, 9 am to 6 pm (hybrid: two days in office) What You’ll Do Player Retention Utilize KPIs to manage and track portfolio performance and develop strategies to increase player retention Work closely with department reports to identify and articulate trends or opportunities for improvement Evaluate growth and retention performance of player portfolios and identify areas for improvement and growth opportunities Document trends impacting high‑value player churn and share insights to support player experience improvements Leverage advanced relationship‑building capabilities to support strategic decisions that grow and retain highest‑value players Understand business objectives and player needs to provide strategic solutions and drive growth and retention initiatives Establish strong relationships and resolve complex player escalations Oversee account closures, ensure accurate reason codes, and maintain records of all closed accounts Regularly assess reinvestment strategies and player gifting to optimize retention Compliance Display understanding of compliance and risk concepts and act as escalation point for the team Identify and manage risks within the team Ensure adherence to standards such as Anti‑Fraud, AML, and Responsible Social Gameplay Identify high‑risk cases for escalation to legal, RSG, AML, MLRO, and Anti‑Fraud Mitigate risks by ensuring timely, compliant player communications Resolve chargeback, RSG, and SoW escalations promptly Leadership Demonstrate integrity, accountability, and professionalism as a role model Facilitate team in promoting account management strategies and compliance rules Represent team to other business units and build relationships with internal stakeholders Collaborate with broader Account Management leadership to drive culture and improvement initiatives Lead and manage key projects, ensuring timely delivery aligned with business objectives Address and resolve conflicts within the team to foster collaboration Manage a High‑Performing Team Culture of excellence by monitoring KPIs and spearheading training sessions Engage in discussions focusing on tailored development opportunities Assume responsibility for the experience of all players managed by direct reports Maintain performance expectations and accountability through regular reviews Lead, mentor, and develop employees for high performance and engagement Provide ongoing coaching to deliver exceptional player experiences and achieve retention targets Conduct regular meetings and skill‑sharing sessions on account management strategies Monitor performance of team members and give constructive feedback Offer guidance through challenging situations in player portfolios What You Bring 5+ years of B2C relationship management experience or 3‑5 years of team management experience Advanced relationship‑building skills, especially in B2C Proficiency with software and technology platforms, including CRM database management Client‑focused approach with high emotional intelligence Ability to understand implications of actions and recommend solutions VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process. Qualified applicants are encouraged to apply; only those selected for further consideration will be contacted. #J-18808-Ljbffr