Salary :
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Player Development based in Canada.
This leadership role offers the opportunity to shape player engagement strategies within a fast-growing digital entertainment and gaming environment.
You will oversee high-value customer programs, drive revenue growth, and develop strategies that strengthen loyalty and long-term player relationships.
The position combines business strategy, team leadership, data-driven decision-making, and customer experience excellence.
You will lead regional initiatives, optimize player development operations, and collaborate with cross-functional teams to maximize market opportunities.
Working in a dynamic and innovative environment, you will influence growth strategies while managing a high-performing team focused on premium customer experiences.
This is an opportunity for an experienced gaming leader to make a significant impact on customer retention, revenue performance, and market expansion.
Accountabilities:
As the Director of Player Development, you will lead the strategy, performance, and operations of player development initiatives across assigned markets. You will oversee VIP programs, manage a regional team, and use customer insights and business data to drive engagement, retention, and revenue growth.
- Own and oversee player development performance across online sportsbook and iCasino products, including VIP acquisition, retention, profitability, reinvestment, and market expansion.
- Lead, coach, and develop VIP Managers across assigned regions to achieve customer engagement and revenue objectives.
- Define strategic direction for VIP programs, including sales performance, customer growth, market share expansion, and profitability goals.
- Analyze key performance indicators and provide reporting, insights, and recommendations to senior leadership.
- Develop and improve operational processes, compliance practices, and team workflows to increase efficiency and service quality.
- Monitor competitor activity and market trends to identify opportunities for customer acquisition and wallet share growth.
- Maintain strong knowledge of digital gaming products, technology updates, payment solutions, and customer-facing features.
- Support the development of VIP acquisition strategies and build a strong pipeline of potential high-value customers.
- Oversee customer lifecycle initiatives, including onboarding, loyalty programs, reactivation campaigns, and relationship management.
- Collaborate with Risk, Responsible Gaming, Payments, Anti-Money Laundering, and Trading teams to support informed business decisions.
- Plan and oversee premium customer events while ensuring exceptional experiences for top-value players.
- Contribute to the creation and implementation of new department initiatives, policies, and incentive programs.
Requirements:
You are an experienced gaming and customer development leader with a strong understanding of VIP programs, revenue growth strategies, and team management. You combine analytical thinking, relationship-building skills, and operational expertise to deliver outstanding player experiences.
- 5+ years of experience in gaming, either within online gaming operations or traditional casino environments.
- 3+ years of management experience with a proven track record of leading teams and driving revenue performance.
- 2+ years of experience specifically within online gaming operations.
- Experience in online gaming, customer service, luxury relationship management, concierge services, telemarketing, or account management.
- Strong leadership abilities with experience coaching teams and managing performance.
- Excellent communication skills with strong interpersonal skills and professional customer engagement abilities.
- Advanced computer skills, including proficiency with Excel, reporting tools, and data management platforms.
- Ability to interpret player analytics, reports, tracking systems, and business performance data.
- Strong problem-solving skills and resilience when handling complex customer situations.
- Passion for sports, casino gaming, and/or sports betting environments.
- Ability and willingness to travel for customer events and business activities across Canada and the United States.
- Ability to meet licensing and regulatory requirements applicable to the role.
Benefits:
- Competitive annual salary range of CAD $140,000 – CAD $160,000.
- Remote work flexibility with opportunities to support customers and teams across multiple markets.
- Performance-based compensation opportunities, including applicable bonus or incentive programs.
- Comprehensive benefits package designed to support physical, financial, and emotional wellbeing.
- Access to resources, tools, and personalized support programs for employees and their families.
- Opportunity to lead strategic initiatives within a growing digital entertainment and gaming environment.
- Career growth opportunities within a collaborative and innovative organization.
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