Mikael Lagace

Customer Relations Manager @Super Group (SGHC)

Manage and grow a portfolio of high-value VIP players through tailored engagement strategies, personalized communication and exclusive offers.• Act as a primary point of contact for VIP clients in Ontario, ensuring exceptional service and rapid response to inquiries and feedback.• Plan and execute premium in-person events for VIPs, including attendance at high profile experiences such as Formula 1 races, and Toronto Maple Leafs playoff games strengthening client relationships and brand loyalty.• Develop and implement player retention campaigns in collaboration with marketing and promotions teams.• Analyze player data and behavior trends to identify opportunities for upsell, reactivation and risk mitigation• Collaborate with compliance and responsible gaming teams to ensure all player interactions align with industry regulations• Produce monthly reports on VIP activity, engagement KPIs, revenue contribution and campaign effectiveness for senior leadership.