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Ft Program Manager, Customer Intelligence and Analytics

3 weeks ago

Winnipeg, Canada Manitoba Liquor and Lotteries Full time

**_All Manitoba Liquor & Lotteries employees may apply. _**_Manitoba Liquor and Lotteries is committed to Diversity, Equity and Inclusion. We strive to hire a workforce that reflects the community we serve. Employment equity will be considered therefore applicants who identify as women, Indigenous people, members of racialized groups, and persons with a disability are encouraged to apply. _**

**_If you require an accommodation at any time during the recruitment process, please let us know how we can meet your needs._**

**Job Purpose**:
The Program Manager, Customer Intelligence & Analytics is responsible for the overall planning, development, implementation and reporting of strategic and tactical research initiatives and analytics for Manitoba Liquor & Lotteries. The Program Manager will work jointly with the Department Manager to support the lines of business for the corporation.

**Responsibilities**:

- Oversee planning, design and implementation of qualitative and quantitative research initiatives as required to enhance management knowledge of customers, corporate image, the marketplace, competitors, play habits, and identify new business opportunities.
- Ensure research is conducted in accordance with standards established by the Canadian Research Insights Council (CRIC).
- Lead and manage national casino and liquor research trends and intelligence, advise on research finding to all levels of management.
- Provide metrics for overall corporate key performance indicators.
- Support promotion and program analyses, projections, reporting and presentations on research findings to all levels of management, including the Executive Management Committee (EMC).
- Provide input into the analysis of the loyalty program databases for segmentation and external marketing purposes.
- Manage and advise on strategic industry research to identify best practices in marketing, products and services, and other aspects of Manitoba Liquor & Lotteries’ business.
- Manage internal marketing surveys and research, including development, implementation and reporting.
- Work with departments to ensure effective testing of product and service concepts and prepare feasibility concepts.
- Consult with departments to determine research requirements and identify most appropriate option.
- Support marketing initiatives related to programming results.
- Provide input into the development of specifications for the Request for Proposal and Request for Standing Offer processes and participate on selection committees.
- Work jointly with the Manager for selection of outside vendors and research consultants.
- Lead program results and analytics with third party vendors.
- Provide advice and coordinate research support to Responsible Gaming, Corporate Social Responsibility, and other corporate strategies and initiatives.
- Support customer privacy and regulatory initiatives (ie: CASL compliance)
- Recommend, plan, and implement Manitoba Liquor & Lotteries research and development strategies.
- Proactively identify business trends that potentially could impact the corporation.
- Identify insights and trends regarding corporate customers
- Prepare and implement annual corporate research plans.
- Develop and communicate research policies, procedures, guidelines, standards and methodologies.
- Provide functional supervision as required on shift. May assign tasks, monitor progress and review results.
- May provide staff or contract workers with orientation.
- Provide feedback on staff performance as necessary.
- Act as a communication conduit between staff and management.
- Ensure all policies, compliance, regulations and procedures are supported**,** understood and adhered to by allocated staff or contract workers.
- Complete reports, paperwork, logs and correspondence as required.
- Carry out all duties and responsibilities of a supervisor of workers, as outlined under provincial safety and health legislation.
- Champion Corporate Responsibility (CR) by supporting and engaging in cross-corporation strategies and initiatives to integrate CR considerations into products, plans and corporate culture and by assessing the business and customer risks and opportunities associated with gambling, liquor and cannabis products.
- Other related duties as assigned.

**Primary Qualifications**:

- A degree in commerce with an emphasis on marketing and research methodology or related discipline.
- A minimum of ten years progressive experience in marketing research management, utilizing applied research methods.
- Certified Analytics and Insights Professional (CAIP) designation is required.
- Experience in utilizing statistical research (SPSS) and analytical and presentation software.
- Excellent analytical, communication and interpersonal skills.
- Demonstrated success presenting complex research data.
- Advanced skills in Microsoft Office (Word, Excel and Outlook) and database management.
- Have and maintain a valid Manitoba Class 5 Drivers license is consid