Senior Manager, CRM & Audience Operations

Responsible Gambling Council (RGC); Toronto; Hybrid; CAD 75,000 - 95,000; Full time

Benefits offered by this job

Purpose-driven work

Professional development

Collaborative culture

Hybrid work arrangement

Equity & inclusion

Job summary

The Responsible Gambling Council (RGC) in Toronto is hiring a Senior Manager, CRM & Audience Operations in a hybrid, full-time role. Based in Ontario, this position leads enterprise-wide CRM governance and audience strategy to drive engagement and impact.

You’ll oversee data standards, segmentation, reporting, and cross-functional collaboration with Marketing, Programs, and IT. A background of 5–7 years in CRM, non-profit or mission-driven work is required, with hands-on experience in major CRM

Qualifications

• 5-7 years of CRM or audience database management experience.
• Post-secondary education in Business, Marketing, Information Systems, or related field.
• Strong expertise in data governance, segmentation, and data quality.
• Experience supporting campaigns or stakeholder engagement initiatives.
• Proven ability to collaborate and influence across teams.
• Experience in non-profit, research, policy, or mission-driven environments.
• Hands-on experience with CRM platforms (Salesforce, HubSpot, Sage CRM or similar) is an asset.
• Familiarity with email marketing platforms and Marketing & Communications workflows.
• Comfort working with Microsoft 365, Excel, reporting dashboards, audience list management processes, and campaign performance reporting.

Responsibilities

• Establish and maintain CRM data standards, governance, and quality controls.
• Ensure privacy, data stewardship, and organizational policies compliance.
• Monitor and improve overall system accuracy and reliability.
• Lead CRM data cleanup, deduplication, and ongoing data quality improvement.
• Coordinate migration and consolidation of legacy stakeholder lists into CRM.
• Develop segmentation frameworks (e.g., sector, geography, engagement level).
• Enable targeted, insight-driven audience selection across programs and campaigns.
• Develop stakeholder lifecycle models to support acquisition, engagement, retention, and tracking.

Skills

CRM / audience data management

Data governance

Segmentation

Cross-functional collaboration

Campaign support

Microsoft Excel & reporting dashboards

Audience list management

Education

Post-secondary education in Business, Marketing or Information Systems

Tools

Salesforce

HubSpot

Sage CRM

Email marketing platforms

Webinar/event tools

Microsoft 365

Excel

Job description

Senior Manager, CRM & Audience Operations

Hybrid, based out of Toronto

Full-time, Permanent

Opportunity Overview

The Responsible Gambling Council (RGC)is an independent, non-profit organization dedicated to problem gambling prevention. Formore than40 years, we have worked to reduce gambling risk by creating and delivering innovative awareness and information programs in Ontario and around the world. We work with priority populations, including youth, young adults, ethnocultural populations, and the public, to educate people on the risks of gambling, how to mitigate those risks, and how to access support. We work with industry, regulators and government to promote the adoption of improved play safeguards through best practices research, knowledge mobilization, standards development, and the RG Check accreditation program.

Reporting to the Chief Financial Officer, RGC is seeking a Senior Manager, CRM & Audience Operations to establish and lead the development and management of CRM as a central enterprise-wide capability ensuring stakeholder data is integrated, governed, consistently adopted across teams, and actively used to drive engagement, decision-making, and organizational impact. This role transforms stakeholder data from across the organization into actionable insights that support targeted engagement, stronger relationships, and informed decision-making.

Working at the intersection of data governance, audience strategy, cross-functional operations and internal enablement, the role connects data across programs, services, and campaigns to enable targeted outreach, coordinated engagement, stronger stakeholder relationships and clear visibility into standardizes data practices, and ensures CRM is actively used to advance RGC’s strategic priorities.

Why RGC?

Join the Responsible Gambling Council and be part of a team that‘s making a real difference in communities across Canada and around the world. For over 40 years, we've been at the forefront of gambling harm prevention, combining evidence-based research with innovative programs that protect players and strengthen communities.

At RGC, you’ll work alongside passionate professionals who are committed to our mission of ensuring gambling never comes at a human cost. We offer a collaborative environment where your contributions matter, your ideas are valued, and your professional growth is supported. Whether you’re developing prevention campaigns, advancing responsible gambling standards, providing advisory services to industry and government stakeholders, or helping organizations strengthen player protections through policy, training, and program innovation, your work will have meaningful impact.

We’re proud to offer:

• Purpose-driven work that creates positive change for individuals and communities
• Professional development opportunities to build your skills and advance your career
• Collaborative culture where diverse perspectives are welcomed and celebrated
• Work-life balance with flexible hybrid work arrangements
• Commitment to equity, diversity, inclusion, accessibility, and anti-racism in everything we do

If you’re looking for more than just a job—if you want your work to make a difference—RGC is the place for you.

KEY RESPONSIBILITIES

• Establish and maintain CRM data standards, governance, and quality controls
• Ensure compliance with privacy, data stewardship, and organizational policies
• Monitor and improve overall system accuracy and reliability
• Lead CRM data cleanup, deduplication, and ongoing data quality improvement
• Serve as the central coordination point for CRM data inputs across teams
• Standardize segmentation, tagging, and relationship management practices
• Build and maintain a unified, organization-wide stakeholder view
• Coordinate migration and consolidation of legacy stakeholder lists, spreadsheets, and tracking tools into CRM
• Develop and manage segmentation frameworks (e.g., sector, geography, engagement level)
• Enable targeted, insight-driven audience selection across programs and campaigns
• Develop stakeholder lifecycle models to support acquisition, engagement, retention, reactivation, and opportunity tracking
• Partner with Marketing & Communications to build and refine audience lists
• Support program teams with engagement tracking and follow-up activities
• Ensure alignment and consistency between campaign data and CRM
• Track campaign and engagement outcomes to support follow-up, reporting, and continuous improvement
• Develop reports, dashboards, and engagement metrics that provide leadership and teams with visibility into stakeholder relationships, campaign performance, and growth opportunities
• Translate CRM data into actionable insights that support planning, prioritization, and strategic decision-making
• Train staff on CRM tools, processes, and expectations
• Create and maintain CRM documentation, process guides, field definitions, naming conventions, and standard operating procedures
• Promote consistent data practices and reduce fragmented tracking
• Monitor CRM adoption, identify barriers, and support teams in embedding CRM into daily workflows
• Act as a trusted advisor to departmental CRM stakeholders
• Identify process gaps, inefficiencies, and system limitations
• Recommend and implement enhancements to workflows and governance
• Support the ongoing evolution of CRM capabilities

QUALIFICATIONS

• 5-7 years of CRM or audience database management experience
• Post-secondary education in Business, Marketing, Information Systems, or related field
• Strong expertise in data governance, segmentation, and data quality
• Experience supporting campaigns or stakeholder engagement initiatives
• Proven ability to collaborate and influence across teams
• Experience in non-profit, research, policy, or mission-driven environments
• Hands‑on experience with CRM platforms and related data management tools; experience with Salesforce, HubSpot, Sage CRM, or similar platforms is an asset
• Familiarity with email marketing platforms, webinar/event tools, and Marketing & Communications workflows
• Comfort working with Microsoft 365, Excel, reporting dashboards, audience list management processes, and campaign performance reporting

What Success Looks Like

• CRM is trusted, accurate, and consistently used across the organization
• Teams can easily generate targeted, high-value audience lists
• Engagement activities are coordinated, measurable, and aligned
• Leadership has clear visibility into stakeholders and growth opportunities
• CRM contributes directly to organizational impact and strategic decision-making
• Staff understand and follow consistent CRM processes, standards, and expectations
• Legacy lists and fragmented tracking tools are reduced or integrated into CRM

Why This Role Matters

RGC generates valuable stakeholder data across programs, services, and campaigns. This role ensures that data is:

• Integrated into a single, reliable system
• Structured for meaningful insight and segmentation
• Adopted across teams through consistent practices, shared expectations, and practical internal enablement
• Activated to support engagement, growth, and impact
• Visible to leadership to support planning, prioritization, opportunity identification, and strategic decision-making

RGC celebrates and values cultural diversity and is committed to attracting and retaining a diverse staff. We will honor your experiences, perspectives, and unique identity. Together, our organization strives to create and maintain working environments that are inclusive, equitable and welcoming.

The Responsible Gambling Council is committed to providing an accessible recruitment process and workplace. Please let us know if you require accommodation under the Accessibility for Ontarians with Disabilities Act (AODA).

RGC does not use artificial intelligence (AI) to make or inform hiring decisions. However, we do use an external applicant tracking system (ATS) to help manage applications efficiently; our ATS may apply automated filters or sorting functions, but all applications are reviewed and evaluated by human recruiters. RGC may also use AI to help with transcribing interviews, but humans will be recruiting, interviewing and connecting with applicants.

Please note, successful candidates will be required to complete a background check, facilitated by a third‑party screener.

Hiring range is $75,000-$95,000 annually commensurate with skills and experience.

Applications must be received by August 31, 2026.