Manager, Wagering HMA (Home Market Area)

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, HMA (Home Market Area) 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 HMA 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.

Program Development and Data Analysis:

- Develop strategic recommendations to enhance customer engagement, retention, and wagering growth.

- Monitor KPIs, player behavior, and program performance to deliver insights and actionable recommendations for campaigns.

- Design and execute pilot programs and A/B tests to evaluate new engagement strategies and reward structures.

Strategic Research:

- Lead research initiatives to identify trends and opportunities within the HMA segment and support key projects such as loyalty program evolution.

- Analyze competitive offerings and industry benchmarks to inform program development and innovation.

- Maintain a centralized repository of program insights, campaign results, and best practices.

CRM Management:

- Oversee CRM strategies and tools to ensure accurate tracking, segmentation, and lifecycle management of HMA customers.

- Establish and monitor CRM performance metrics, including engagement, conversion, and lifetime value.

- Collaborate in the development and execution of CRM journeys, conducting regular audits to optimize segmentation, targeting, and effectiveness.

Stakeholder Collaboration and Communication:

- Collaborate with cross-functional teams (Marketing, Wagering, Operations, and HMA) to translate insights into actionable program enhancements.

- Serve as the primary liaison between HMA operations and internal departments to ensure alignment and execution of initiatives.

- Support communication and coordination efforts across teams.

Operational Support:

- Identify and implement process improvements to enhance program delivery and efficiency.

- Support the creation of SOPs and training materials for HMA-related initiatives.

- Align and monitor program execution and performance targets to continuously improve loyalty and rewards strategies.

- Evaluate the impact of program changes and make data-driven recommendations for optimization.

Off-Track Betting (OTB) Strategy Contribution:

- Contribute to the development and execution of OTB strategies aimed at increasing customer participation and wagering handle.

- Provide insights on HMA player behavior and preferences to inform OTB marketing, promotional, and operational initiatives.

- Collaborate with OTB and distribution teams to align customer engagement tactics and optimize wagering outcomes across channels.

Skills

·       Strategic Thinker: Able to translate insights into actionable program strategies with a long-term view.

·       Analytical Expertise: Strong data literacy and proficiency with Excel and analytics tools (e.g., Tableau, Power BI).

·       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.

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.