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. For more than 40 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 team-oriented 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. If you are interested in learning more about this role, please apply directly and our team will reach out should you be selected for an interview. Applications must be received by August 31, 2026.

📌 Senior Manager, CRM & Audience Operations (Toronto)
🏢 Responsible Gambling Council (RGC)
📍 Toronto