Manager, CRM Player Development

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 Permanent, Full Time opportunity

  Expected Salary Range: $104,662.00 - $130,827.00 - $163,533.00 
 

                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 Manager, CRM Player Development is responsible for leading a team of CRM professionals and for developing BCLC’s player development strategies and programs, for the eGaming, Casino, and Lottery. This role leverages analytics and customer insights to create, design, and implement Direct Marketing programs that retain, nurture, and reactivate players, while growing the lifetime value of players and increasing overall market competitiveness, in a socially responsible manner.    

Key Accountabilities: 

• Leads BCLC’s Enterprise CRM player development strategies for eGaming, Casino, and Lottery, overseeing the resolution of issues and implementing action plans, with a broad organizational perspective while ensuring the outcomes and their integrity. 
• Develops business and CRM marketing plans, integrating and aligning business unit strategies, as well as provides regular recommendations to division strategies and plans.  
• Manages and leads a team of CRM professionals. Provides strong people leadership and direction to the department. Ensures the team has the skills required to meet corporate objectives and technical training and mentoring processes are in place. 
• Maximizes campaign performance and ROI through CRM suite. 
• Develops and manages operational budgets and develops business cases for new initiatives and expenditures, making medium to high-risk financial decisions.   
• Provides leadership, influences change, and contributes to the strategic direction of the division by championing BCLC’s vision, mission and values. 
• Fosters a creative, innovative and results-oriented environment through effective resource planning, decision-making support, and individual coaching and empowerment. Responsible for career development and inspiring personal growth in employees. 
• Collaborates and fosters strong, productive, and positive relationships with key internal stakeholders, as well as external stakeholders including the public and players, service providers, retailers, vendors, suppliers, and regulatory and government bodies. 

Minimum Required Qualifications 

Education and Experience 

• A degree or diploma in a business or technology related discipline;  
• 5-7 years current, related CRM, player development, product management, and/or eCommerce experience;  
• Experience with an online gambling company is an asset; 
• An equivalent combination of education and experience may be considered. 

Technical Requirements 

• Solid understanding of CRM systems; knowledge of Salesforce is an asset; 
• Solid understanding of data-driven one to one marketing tactics best practices as well as data management best practices; 
• Ability to translate technical concepts to non-technical audiences; 
• High-level understanding of system integrations and automations; 
• High-level understanding of Digital Marketing; 
• Sound knowledge of principles, concepts, practices and techniques of CRM segmentation and player development; 
• Demonstrated experience in the development and implementation of player development strategies and plans; 
• Demonstrated experience and success in managing relationships with enterprise stakeholders; 
• Strong understanding of customer, products, channels and market dynamics; 
• Excellent interpersonal skills; 
• Excellent written and spoken communication skills, including strong presentation skills; 
• Excellent problem solving and analytical thinking/innovation skills; 
• Strong computer skills (MS office suite, web-based programs); 
• Exceptional time management and organizational skills; with the ability to work to tight deadlines with close attention to detail; 
• Understanding of B.C. gaming industry is an asset. 

What’s in it for you

• Defined benefit pension plan which provides a recurring income you can depend on for life throughout retirement
• We pride ourselves on our flexible working model which supports work-life integration and our 37.5 hour work week
• Professional development including education/certification sponsorship, in house leadership cohorts, LinkedIn Learning
• 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