Offer summary

Qualifications:

Proven experience in player engagement or casino management., Strong understanding of CRM strategies and player lifecycle management., Ability to analyze data and optimize campaigns based on performance metrics., Familiarity with regulatory frameworks, particularly in Ontario..

Key responsibilities:

Own the complete player journey from onboarding to reactivation.

Oversee casino content strategy and player-facing features.

Build and optimize personalized CRM programs across various channels.

Collaborate with cross-functional teams to ensure a seamless player experience.

Job description

The Mission
As Head of Player Engagement, you will own the complete player journey for our locally licensed casino brands in Ontario. Your mission is to drive player value through deep engagement, casino management, and personalized lifecycle strategies — all while respecting Ontario’s regulatory framework. You’ll be the key link between product, CRM, casino content, supporting VIP, and customer support — ensuring a cohesive and high-performing experience at every touchpoint.This role combines strategic thinking with hands-on delivery: part growth strategist, part player champion, part casino product owner.

What You’ll Be Responsible For

Player Lifecycle Strategy: Own the full Ontario player experience - from onboarding to reactivation - across every engagement channel and casino touchpoint.
Casino Experience Management: Oversee the casino content strategy, lobby curation, game release planning, and player-facing features. You’ll be the voice of the player in casino product decisions.
Engagement Automation & Campaigns: Build and optimize CRM programs that deliver personalized experiences through email, SMS, push, and in-app journeys. Ensure relevance, frequency control, and compliance with AGCO rules.
VIP & Loyalty Programs: Support VIP team in defining tiering, benefits, communication style, and service levels for VIP players in Ontario. Align loyalty programs with behavioral data.
Cross-Functional Leadership: Collaborate with product, marketing, support, payments, and compliance to ensure the entire player journey feels seamless and local.
Performance Ownership: Own engagement KPIs (retention, ARPU, LTV, churn rate) and continuously optimize campaigns and casino content based on data and testing.
Regulatory Fit: Ensure all engagement activities are fully aligned with Ontario’s regulatory environment, from bonusing rules to RG messaging.
Market Localization: Design offers, experiences, and content that feel tailored to Ontario — with local flavor, player psychology, and seasonality in mind.