Director of Player Development

Penn Interactive; Calgary; On-site; CAD 130,000 - 160,000; Full time

Job summary

PENN Interactive is seeking a strategic leader to own and oversee VIP development across assigned regions in North America. You will drive VIP revenue, expand the VIP wallet share, and manage VIP managers across states and provinces, coordinating with Risk, Trading, and Compliance teams.

You will lead a high-performing VIP team, focus on customer engagement, market expansion, and KPI-driven performance, while staying ahead of market trends in sports betting and casino gaming.

Qualifications

• 5+ years of gaming experience online or in brick-and-mortar casinos.
• 3+ years of management experience leading a sales team.
• 2+ years of experience with an online gaming operation.
• Proven experience in online gaming, customer service or account management.
• Excellent computer and Excel skills; strong communication and phone etiquette.

Responsibilities

• Directs the casino marketing function for PENN Interactive.
• Drives revenue, increases VIP database, and growth in key markets.
• Leads regional VIP team to reach VIP sales metrics, engagement, market share, and net revenue.
• Oversees inclusion of KPI reporting and performance reviews for region staff.
• Maintains knowledge of VIP market offerings and competitive intel.
• Travels to attend events and liaises with risk, gaming, and AML teams.

Skills

VIP leadership

Management experience

Online gaming operations

Excel

Communication skills

Travel availability

Licensing eligibility

Sports betting passion

Tools

Excel

Job description

About the Role

Ownership and oversight of Player Development performance across all offered online sportsbook and iCasino products for all operating states and provinces within an assigned region (including, but not limited to - VIP acquisition, VIP retention, VIP P&L, VIP reinvestment, VIP market share expansion).

Direct oversight and development of all VIP Managers within all operating states and provinces in an assigned region.

About the Work

• Directs the casino marketing function for PENN Interactive
• Drives revenue, increases VIP database, and growth in key markets
• Leads strategic direction for the regional VIP team to reach key VIP sales metrics, customer engagement, market share, and net revenue
• Assists with development and enforcement of department processes and compliance initiatives that improve operations, efficiency, and service
• Provides the Vice President of VIP with high level KPI data reporting and reviews of individual manager, host, and associate performances within an assigned region
• Consistently keeps a high level of awareness of the VIP market offerings from competitors across the industry and leverages all relevant intel to acquire and maintain VIP wallet share within an assigned region
• Maintains an updated and high level of knowledge of all relevant details of front-end product and technology (including, but not limited to, new product offerings and releases, cashier options for financial transactions, rules of casino games offered and different bet types on the sportsbook, etc…) and keeps regional staff informed and educated on all relevant information in this aspect
• Assists with the creation of a steady top of funnel stream for new VIP business by generating opportunities that target relationships with potential high value players and social spaces
• Oversee all new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members within assigned region
• Utilizes daily reporting and analysis to make sound business decisions for an assigned region
• Assists the Vice President of VIP with the creation, implementation and adoption of all new department initiatives and policies, including, but not limited to - sales performance incentive programs for the entire regional team as well as individual employees within an assigned region
• Maintains constant and open communication with the Risk and Trading team, Responsible Gaming, Payment, and AML teams to make informed decisions as needed based on business

About You

• At least 5+ years of gaming experience either online or with a brick‑and‑mortar casino
• At least 3+ years of management experience, with a proven track record of successfully managing a sales team and driving revenue
• At least 2+ years of experience with an online gaming operation
• Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management
• Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette
• Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions
• Ability to develop, review, and comprehend player tracking screens, reports, and all other necessary information and documentation
• Ability to communicate effectively with external contacts and all levels of
• The ability to travel and attend both on and off property events throughout the United States and Canada
• Oversee and supervise high level events designed for our top customers and oversee team members at said events
• Must be able to qualify for licenses and permits required by federal, state and local regulations
• MUST HAVE: Passion for sports, casino and/or sports & casino betting

Salary Range

$130,000 - $160,000 CAD

Equal Opportunity Employment

Penn Interactive is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Base pay is one part of the Total Rewards that Penn Interactive provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non‑sales positions are eligible for a Bonus. Additionally, Penn Interactive provides best‑in‑class benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always‑on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life.