Loyalty Experience Operational Specialist

 BCLC exists to generate win-wins for the greater good.
 

For our people, our players, our communities, our industry, and our planet.
 

Lottery | Casino | Sports
 

Being a social purpose company, we are not only able to better align our business decisions with our purpose, but more importantly, we are committing to doing our part in creating a better world.

We bring our purpose to life by ensuring all our actions, behaviours and decisions create benefits for communities and the planet.

Motivated and guided by our social purpose, everything we do must benefit the greater good. And we encourage our employees, partners, players, industry and communities to engage with us on this ambition.

  We want you to be where you feel you can do your best work. Most of our jobs can be done remotely providing you reside in BC.
 

  For those who prefer working in a community with others, we have two beautiful offices in convenient locations: 
 

                2940 Virtual Way, Vancouver | 74 Seymour Street W, Kamloops
 

  This is a Temporary > or = 12 Months, Full Time opportunity

  Expected Salary Range: $72,633.00 - $90,792.00 - $113,490.00 
 

                Our typical hiring range will be +/- 5% of the midpoint shown above
 

                 Factors influencing this decision include qualifications and market conditions for the role

The Company

For nearly four decades, BCLC has delivered exceptional gambling entertainment for British Columbians. To fulfill our social purpose we have a vision to revolutionize gambling entertainment through engaging experiences that build and benefit communities. We operate national and provincial lotteries in partnership with 3500 retail partners, provide the games, technology & oversight to 37 brick & mortar casinos, and operate a safe secure and 100% legal online gambling presence PlayNow.com. In our recently completed fiscal year, BCLC generated a record $1.5 billion in net income to the Province of B.C. to support First Nations, host local governments, health care, education and community programs across the province.

Job Summary:
The Loyalty Experience Operational Specialist supports the identification and development of acquisition and retention strategies and implements initiatives that attract and retain members to the Encore Rewards Loyalty program.

The Loyalty Experience Operational Specialist supports loyalty program changes through understanding member behaviours and program enhancement opportunities while collaborating with department members, vendors, cross functional teams, and industry professionals to deliver an engaging program and seamless member experience across all touch points of the Loyalty Program. 

Key Accountabilities:
•    Supports Senior Specialists in executing acquisition and retention strategies. Oversees the execution of Loyalty activities, strategies, and initiatives activity planning to resolve wide scale market issues, finding operational efficiencies and advocating market realities.  Proactively identifies opportunities to grow participation in the loyalty program and conducts consumer research to gain insights and understanding into consumers' behaviour.
•    Responsible for creating, building, and maintaining healthy and productive relationships with the Service Providers, vendors and regulatory and government bodies to help drive and support the delivery and success of Loyalty program and initiatives.
•    Develops and executes technical marketing programs, ensuring programs reinforce brand positioning, are executed within budget, and deliver against objectives, as well as, performs on-going and concluding analyses and development of corresponding recommendations against strategic initiatives 
•    Works closely with the Marketing & CRM teams, Casino Operations, and GMS Product Team and the business unit to ensure strategic alignment for the Loyalty Product requirements and deliverables, prioritizing the defect and enhancement queue, meeting deadlines, and providing accurate and timely communications with stakeholders.
•    Provides technical support, analytical and subject matter expertise to internal and external stakeholders. Monitors and collects feedback from user groups and liaises with stakeholders to provide technical/functional specifications and solutions to meet the business requirements. Shares knowledge with peers through presentations and training.
•    Supports the ongoing reporting requirements of the Loyalty program, including report development and refinement, investigation of variances and recommendation of improvements. 
•    Develops expertise within the Bally Gaming Management System (GMS).  Will create and monitor EBS and Bally Casino Market Place (CMP) campaigns to support marketing activities.   
•    Supports with communication and training, working closely with the Omni Marketing Teams, CCG Operations team, GMS Product team and other internal stakeholders.
•    Collaborates with peers and makes regular recommendations for new approaches to marketing and demonstrates significant creativity in developing innovative ways of marketing with an emphasis on increasing program participation.
•    Responsible for maintaining accurate Loyalty program information on digital channels while working with Marketing teams (e.g., Terms & Conditions on webpages, iView messages, etc.).
•    Proactively manages projects, marketing requirements and deliverables, meeting deadlines and providing accurate and timely communication with stakeholders. 
•    Fosters and facilitates working relationships between multiple departments from marketing, operations, and BT.
•    Contributes to loyalty plans and budget planning providing regular updates and program budget changes.
•    Maintains industry and functional knowledge through ongoing training, and transfers knowledge to other members of the team and cross functionally. 

Minimum Required Qualifications:

Education and Experience
•    A degree in a business discipline such as business administration or marketing; 
•    3-5 years related progressive experience;
•    Experience in supporting system or software development and interacting with IT departments;
•    Experience in business assessment processes and collaborative business and functional requirements development;
•    Experience in Gaming industry is an asset;
•    Experience supporting loyalty program management and customer relationship marketing requirements is an asset;
•    An equivalent combination of education and experience may be considered. 

Technical Requirements
•    Strong marketing business acumen;
•    Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts;
•    Excellent problem solving and analytical thinking/innovation;
•    Exceptional time management and multi-tasking skills;
•    Exceptional attention to detail;
•    Strong understanding of customer and market dynamics;
•    Strong computer skills – MS Office;
•    Excellent interpersonal and relationship building skills.

What’s in it for you

• Robust wellness programs to enhance your physical, mental, social, financial and career well being
• We pride ourselves on our flexible working model which supports work-life integration and our 37.5 hour work week
• Our Play It Forward program provides volunteer hours for our people each year
• See all our rewards here
   

However you identify, or whatever your path in life, if you see something here that makes you excited to get to work every day, please apply. We hire people for skills, capabilities and potential, not just education and experience.

We value Respect, Integrity and Community, and we provide an inclusive environment where everyone can feel like they belong.

Our social purpose is much more than returning 100% of net income to the province in the form of healthcare & education programs, and community gaming grants. Check it out!

Did you know BCLC is an industry leader in player health and safe & responsible gambling? Find out more!

If you require accommodation so you can be at your best in the interview, please let us know: recruitment@bclc.com.

All candidates must be at least 19 years of age and legally eligible to work in Canada