Account Manager Player Development

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.

Reporting to the Director, Home Market Wagering and HPIbet, this position is responsible for supporting the Player Development program for WEG. 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-today 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 Accountabilities 

Relationship Management and VIP Wagering Growth  

• Develops and maintains relationships with VIP guests through world class customer service focused on customer engagement, loyalty recognition and growing Parimutuel wagering.
• Attracts, engages, and develops emerging VIP players by targeting and developing relationships with potential high value players.
• Support the building a comprehensive portfolio of player information (playing habits, personal preferences, background, and demographic info etc.) for both horse players as well as Retail sports betting customers and use this information to create highly customized player interactions.
• Manage all aspects of the relationship with the player, including but not limited to F&B events, communications, queries, contacts, and escalations when required.
• Understand loyalty analytics used to determine player wants and needs to optimize player growth, participation, and retention.
• Support the recruitment & management of anonymous/cash players into tracked and PD program play.
• Manage and report WEG’s PD program performance and associated VIP player statistics.
• Support through day-to-day activities meeting wagering/margin targets to maximize profitability.

Guest Experience

• Responsible for hosting, managing, supervising, and participating in Hosted activities as required.
• Works in collaboration with team members to ensure accurate Patron data, that all VIP guests are using their HPI account and understand the benefits of membership.
• Promote and monitor the arrival, stay, and departure of VIP guests to ensure that customer service exceeds expectations, and all aspects of the visit are distinct and memorable.
• Resolves issues or concerns in a calm, professional and discreet manner. Reviews processes and procedures with appropriate department/leaders to ensure issues do not re-occur. Handle demanding guests and remove barriers to service to ensure issues do not re-occur and support staff in effective delivery of services.
• Collaborate and coordinate actions with Operations team to ensure that the VIP experience is always seamless and of an impeccable standard.
• Communicates and maintains current knowledge of products, events, promotions and general information relating to the broader operations, including onsite and online wagering experiences.
• Collaborate closely with all internal departments with respect to required service needs as well as the needs of the guests, Horse people, community partners and all stakeholders as our VIP group is not limited to online players.
• Works closely with all business units to ensure the needs of our most valuable VIP players are met at a high standard, including GX, Hospitality, Wagering
• Ensures that guests are made to feel comfortable while in action, whether online or onsite, by using discretion and tact.

Product Management and Delivery

• Maintains a thorough understanding of horse racing, including but not limited to parimutuel wagering, onsite operations and equine management as it relates to the racing industry.
• Maintain a thorough understanding of advanced wagering and techniques that a high valued horse player would use when wagering on multiple tracks and races.
• Drives excellence in VIP program via compliance, retention, guest service and VIP marketing practices
• Ensures customer service objectives are aligned to company standards by soliciting and communicating feedback from all Stakeholders.
• Must obtain key knowledge about Racing operations for each race day to ensure confident delivery of conversation and information with VIP guests.
• Resolves issues or concerns in a calm, professional and discreet manner. Reviews processes and procedures with appropriate department/leaders to ensure issues do not re-occur.
• Actively provides guidance to all team members, both within the department and site wide, fostering teamwork, providing instruction and direction around Player Development activities.
• Owns, fosters effective communication, and builds relationships at all levels of the Matrix style organization, including regular communication, collaboration, and counsel with the Sr Operations Management team.

Compliance

• Complete required reporting, auditing, and controls to support the rewards program.
• Ensures customer service objectives are aligned to company standards by soliciting and communicating feedback from all Stakeholders.
• Monitor and ensure adherence to all applicable government regulations.
• Lead by example, to exhibit, encourage and motivate WEG’s Values and Beliefs.
• Ensure compliance with health and safety legislation/industry regulations.

Qualifications:

• University or college degree/diploma in gaming / hospitality or related field and/or the equivalent in education and experience
• 3+ years’ experience in managing guest relations in a gaming operation or related field.
• Experience working with VIP / high value customers.
• Proven track record of executing and maintaining a successful VIP / high value program.
• Solid understanding of racing, including Pari-mutuel wagering.

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Reason for Vacancy: Replacement

Salary Range: The target hiring salary range for this position is $75,000 - $82,000. This range is not a guarantee of compensation. Final placement within the range depends on factors such as internal equity, market conditions, and the candidate’s experience, skills, and qualifications relevant to the role.

Diversity, Equity, Inclusion and Belonging

Be Yourself.

We believe differences should be valued and celebrated. By building diverse and inclusive teams, we strive to provide a more authentic and empowering work experience that unlocks the potential of our people. Regardless of race, religion, colour, national origin, sex, gender, expression, sexual orientation, age, marital status, veteran status, or disability status, we believe everyone has the right to express their ideas, ambitions, and pursue their goals with confidence and integrity. Diversity breeds innovation. We want people to think differently. Our commitment is to build a culture that welcomes everyone and leverages their unique perspectives to be a great entertainment company that shares the thrill of horseracing experiences with the world.