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
Strategic Research & Competitive Insights
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.
CRM & Journey Optimization
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.
Cross-Functional Collaboration & Communication
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.
Retail & Operational Support
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.
Program Innovation & Experimentation
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.
Perfo
Benefits
Vision insurance
Additional Information
A NEW BREED OF ENTERTAINMENT
With almost 150 years of proud horseracing history, Woodbine Entertainment Group is the founding pioneer and largest operator of professional horseracing in Canada.
Building on our rich past, we are surging ahead to the future with an energized, new vision. Today we deliver the most thrilling and highest quality racing, dining and entertainment experiences to our visitors. In doing so, we remain a world-leader in horse-racing - and also among the most exciting and diverse entertainment facilities on the globe.
The Manager, Customer Insights & Engagement 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.
The Manager, Ontario Customer Programs & Wagering Engagement will:
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.
Woodbineentertainment · Etobicoke, On, Canada