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.

Job 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 considered an asset.
• Continuous upgrading and learning is required to remain current in the industry.
• Gaming or liquor industry experience is considered an asset.
• The core competencies for this position include achieving quality results, adaptability/managing change, communication, customer service, decision making and problem solving, integrity and building trust, teamwork and cooperation and valuing diversity. These competencies are deemed important for the success of the position and organization.

Secondary Qualifications

• Bilingual (French/English) language skills.

**Testing may form part of the screening/selection process. Employment Equity will be a factor in the recruitment process. Circumstances may arise where the bulletin may need to be withdrawn or the number of positions may need to be increased.

We thank all interested applicants, however, only those selected for interviews will be contacted.

A Great Place to Work! Enjoy fantastic benefits with our Total Rewards package

Work/Life Balance and Wellness

• Discretionary Time: Up to 10 paid discretionary leave days per year, depending on bargaining unit. Employees can carry forward discretionary leave days each year for a total of up to 50 days.
• Hybrid Work Model for Eligible Positions: Remote/Office work for eligible positions.
• Flex Time: Flexible shifts and work hours for eligible positions.
• Maternity and Parental Leave: Top-up of E.I. maternity leave benefits to 93% of employee’s basic earnings for 17 weeks.
• Fitness Allowance Reimbursement, depending on bargaining unit: Up to $250 per year that can be used to cover gym memberships, fitness equipment, and more.
• Computer Purchase /Fitness Purchase Program: Interest free loans for employees purchasing computer equipment to increase computer literacy, learning, and professional growth, or to purchase fitness equipment for personal health and wellness.
• Diversity and Inclusion: Our Diversity, Equity and Inclusion Committee is made up of employees from across the organization who are passionate about bringing diversity and inclusion to life.
• The Together Project: At Liquor & Lotteries, Caring is part of our corporate culture - we care for each other, our partners, and our community The Together Project represents the charitable efforts of the corporation and its employees working together to enrich the lives of Manitobans. Employee charitable activities are eligible for reward benefits.

Vacation

• Accrue up to 10 paid vacation days per year during the first 2 years of employment.
• Accrue 15 paid vacation days per year after 3 years of employment.
• Accrue 20 paid vacation days per year after 5 years of employment.
• Accrue 25 paid vacation days per year after 9 years of employment.
• Accrue 30 paid vacation days per year after 19 years of employment.

Retirement Savings Plan

• Defined Benefit Pension Plan: Guaranteed lifelong monthly payment at retirement provides great security for employee’s long-term strategy.
• Voluntary Group Registered Retirement Savings Plan

Health Insurance and Benefits

• Customize your Plan: Choose from a variety of options to best fit your needs. Includes coverage for prescription drugs, vision, dental, ambulance, extended health options and more for you and your eligible dependents. Health Spending Account: Depending on the option you choose, you may receive up to $1,750 towards eligible medical or dental expenses.

Flex Credit: Depending on the bargaining unit and status, you may be provided with a Flex Credit amount to purchase some or all of Group Life Insurance, Accidental Death and Disablement Insurance & Dependent Life Insurance.

World-wide Travel Health Benefits

Employee & Family Assistance Program (EFAP): Free professional wellness support for employees and their immediate family member

Training and Development

• Educational Assistance: Tuition reimbursement for eligible employees.
• Training: Variety of courses and programs to support skill and professional development.
• Career progression: Internal job posting system that provides opportunities for a variety of career paths.
• Apprenticeship and skilled trade training: Programs offered in partnership with educational institutions such as RRC Polytech, the University of Winnipeg, and the University of Manitoba.

Discounts and Rewards

• Employee Rewards & Recognition Program: Points-based program recognizing employees for earned and nominated achievements such as long-service, going above and beyond, and community volunteer work.
• Discounts: Employees receive exclusive discounts from a variety of retailers, entertainment venues, and service providers.