Director, Customer
2 months ago
**Director, Customer & Market Insights**
**ABOUT AGLC**
Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust.
**ABOUT BUSINESS DEVELOPMENT OFFICE - CUSTOMER CARE**
The Business Development Office - Customer Care branch is responsible for providing efficient and effective delivery of support services required for all provincial gaming retail networks, inclusive of over 2800 Lotto Spot retailers, over 700 VLT retailers and 29 Casinos/Racing Entertainment Centres as well as support for the Cannabis retail network, which is comprised of over 750 cannabis retailers. Our mission is to support our business teams and their achievement of annual revenue targets through provincially operated gaming and cannabis activities that align with AGLC's vision of responsible gaming and delivery of safe cannabis. Customer Care enhances the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
AGLC call centres support all retail networks in the Province of Alberta, albertacannabis.org, provide dispatch support to AGLC technicians, triage support for IT, Regulatory, Business Development Office teams and public support calls including retailer training programs and the Customer Complaint lines.
**ABOUT THE POSITION**
**Director, Customer & Market Insights**
**Job Req**:2403
**Location**:St. Albert Office
**Division/Branch**:Office of Exec VP, Business Development / Office of Exec VP, Business Development
**Classification**:Senior Manager 2 (765)
**Status**:Management
**Employment Status**:Permanent Full Time
**Salary**:$108,309.01 - $137,536.45
**Closing Date: April 17. 2024**
**JOB SUMMARY**
- “You can have data without information, but you cannot have information without data.” _— Daniel Keys Moran
Championing a team of highly innovative and agile data scientists, you will lead the research and statistical analysis for the Gaming, Cannabis and Liquor business lines. In this role you will:
- Champion a team of customer research and data science professionals driven to better understand our business, existing customers and prospects, and to help the business use these insights to inform strategic initiatives and business development programs.
- Oversee the market research process, identification of market information gaps and insufficiently utilized information, business intelligence, analysis and synthesis that focuses on strategic priorities, provide accurate reports on business health and are simple to understand and easy to access.
- Be responsible for providing a deep understanding of market trends, customers, prospects and development trends in order to help the business make informed decisions for the three business lines, and AGLC as a whole.
- Working with the Senior Leaders of the three business line, lead the development of the annual revenue budgets and periodic reforecasts that are critical to the overall financial outcomes of AGLC.
- Be an active business partner responsible for leading and driving the strategy and execution of all primary and secondary market research activities to meet the needs of the business.
- Lead the development of business cases and briefing notes using descriptive and prescriptive analyses in order to both forge new initiatives and revenue sources for AGLC, and describe in detail the defined revenue impacts of those initiatives.
- Confidentally develop and present business insights, business cases and the like to Senior Leadership, the Executive Team and Board of Directors on a regular basis.
To be successful in this role you will need to be a strategic thinking with strong leadership abilities and business acument. You must have exceptional communication skills and be able to build strong rapport with client groups. Superior problem solving abilities, time management and results orentation is a must.
**SKILLS & ABILITIES**
7+ years relevant business experience required. This includes:
- Minimum of 3 years experience in a management position leading a group of highly-educated professionals.
- Experience working in the consumer products industry including consumer research and analytical services.
- Significant P&L experience for a company, including forecasting, budgeting and identifying growth opportunities to build the business.
- Experience successfully supporting moving new products from concept to commercialization.
- Minimum 5 years in a market research environment
- preferably on both client and agency side with significant experience in both qualitative and quantitative research.
- Preference for business experience in the Gaming, Liquor or Cannabis industries.
In addition, a university graduate degree (BComm, BA, BSc) is required.
- This includes Statistics, including experie
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