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The Manager, Home Market Wagering plays a key role in driving the growth, engagement, and performance of Woodbine’s High-Value (HMA) customer programs. This position combines strategic planning, data analysis, and stakeholder collaboration to optimize the Ontario customer wagering experience and support long-term customer value. The role designs and executes initiatives that enhance customer engagement, retention, and wagering volume while ensuring operational excellence and alignment across internal teams.
Job Responsibility:
Be responsible for shaping wagering customer experiences across Ontario, including in-venue and digital HPIbet segments
Design customer journeys, engagement programs, and wagering experience improvements
Analyze behavioural and wagering data to inform strategy
Drive measurable increases in wagering revenue, customer frequency, and engagement across the Ontario market
Influence in-venue, in network and digital decisions that will shape the end-to-end wagering experience
Develop lifecycle strategies to enhance wagering engagement, retention, and customer value across HPIbet and in-venue segments
Analyze key performance indicators for wagering, behavioural trends, and journey performance to generate actionable insights and recommendations
Design and execute pilots, experiments, and A/B tests to evaluate new engagement programs, journey improvements, and wagering experience optimizations
Conduct research to identify behavioural trends, market dynamics and areas of opportunity within wagering segments
Analyze competitor offerings, customer experience models and industry benchmarks to inform continued program evolution
Maintain a centralized library of insights, journey learnings, program outcomes, and best practices to drive continuous improvement
Coordinate the building and optimization of CRM journeys, triggers, logic and segmentation frameworks
Monitor CRM performance metrics, including engagement, conversion, churn, and customer lifetime value
Conduct regular audits of data quality, segmentation accuracy, and journey effectiveness to refine targeting and personalization
Partner with IT, Wagering and Product on CRM tooling requirements, enhancements, and integrations
Ensure data schemas, event triggers, and customer attributes are accurate and optimized for personalization
Partner closely with Wagering, Digital, Marketing, Analytics, Product, IT and guest facing teams to align strategic direction and execution
Translate insights and customer needs into clear program requirements and business recommendations
Coordination communication and alignment across stakeholders to ensure smooth delivery of customer program initiatives
Lead quarterly program reviews, synthesizing insights for senior leadership
Support enhancements to the wagering experience in physical venues through journey design, feedback analysis, and process improvements
Assist in developing Standard Operating Procedures, training materials, and operational best practices for in-venue teams
Monitor program execution and operational KPI’s to ensure consistent, high-quality customer experiences
Maintain documentation, decision logs, and program scoring models
Identify new opportunities to increase wearing, including loyalty-like features, rewards structures, and tailored engagement tactics
Lead experimentation efforts, from ideation to test design, measurement and recommendations
Collaborate with product, operations and marketing teams to support innovation across channels and customer segments
Requirements:
Strategic Thinker: Able to translate insights into actionable program strategies with a long-term view
Analytical Expertise: Strong data literacy and proficiency with Excel
Adaptability: Comfortable managing shifting priorities in a dynamic environment
Collaborative Communicator: Skilled in navigating complex stakeholder environments and building alignment through influence and communication
Detail-Oriented: Focused on continuous improvement, with the ability to manage multiple initiatives and drive measurable outcomes
Performance-Driven: Comfortable evaluating and iterating programs based on performance data and insights
Experience with customer segmentation models, life time value modeling, lifecycle mapping
Familiarity with A/B testing tools and experimentation frameworks
Experience with analytic tools (Tableau, Power BI) and/or CRM (such as Snowflake, Braze, Salesforce, Looker)