Director of Player Development

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.

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.