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Account Manager, Player Development


Etobicoke  |  Full-time (Non-union)  |  Wagering
Account Manager, Player Development
Full-time (Non-union)
Wagering Operations
Etobicoke
Our rich history is a big part of who we are.  With historic roots dating back over 135 years, Woodbine is steeped in tradition. We have been the engine that drives the Ontario horse racing industry. From King’s and Queen’s trips to Canada, anniversaries and unforgettable horse races, we have been creating winning experiences for all our guests.

We are currently on an amazing 20-year journey to ‘build a city within a city’ and transform the largest privately held land in Toronto into one of Canada’s premiere entertainment destinations.  This journey will unlock the value of approximately 700 acres of land, leading to job creation and the revitalization of our communities, while enhancing our ability to share the thrill of horse-racing and cementing our place as an entertainment powerhouse. 
  
We need dedicated people to join our cause. Be part of Woodbine Entertainment and get inspired to make work awesome!

Our Values & Beliefs
 
| WOW EVERY GUEST | OWN IT! | LISTEN & CONNECT – PEOPLE MATTER | FUEL THE FUN & PASS IT ON | TRUST IN OUR TEAM | #WE CARE | PURSUE YOUR POTENTIAL |BE BOLD| BE ALL IN | 

Reporting to the Senior Manager, Player Development this position is responsible for supporting the Player Development program for Woodbine Entertainment.  The candidate’s responsibilities include supporting the transition of the current VIP program to a Player Development program, with a focus on growth in wagering and margin through high value customer growth and customer engagement.  The candidate will be responsible for the nurturing and growth of a group of our most valuable players along with activities and reporting to help execute the program. In this role, this position will collaborate with key stakeholders and focused on the advancement of Parimutuel wagering in an ever-growing online sports betting landscape. In this role, the candidate would have influence and oversight of the day-to-day operations for all player development initiatives across the Woodbine Entertainment organization, including online, as well as bricks and mortar locations.

Woodbine Entertainment is committed to deliver a superior Guest Experience for all.  But for this elite group of online and in person players the candidate is expected to strive to take customer service to a new level of excellence. The candidate will create distinct and memorable experiences that will not only influence existing players, but work to grow the segment by implementing strategies, structures, and benchmarks that will meet and exceed our expectations, while demonstrating Woodbine’s Values and Beliefs. 

Key deliverables: 
•Manage and report of WEG’s PD program performance and associated VIP player statistics
•Support through day-to-day activities meeting wagering/margin targets to maximize profitability
•Complete required weekly and monthly reporting  
•Deal with customer queries and handle difficult customer interactions and situation in a calm, professional and reasonable manner. 
•Lead by example, to exhibit, encourage and motivate WEG’s Values and Beliefs
•Ensuring compliance with health and safety legislation/industry regulations

Key Success Factors:

•University or college degree/diploma in gaming / hospitality or related field and/or the equivalent in education and experience
•Knowledge of Horse racing experience is required
•3+ years’ experience in managing guest relations in a gaming operation or related field
•Experience working with VIP / high value customers is required 
•Proven track record on executing and maintaining a successful VIP / high value program