Bilingual Dream Ambassador (English/French)

Job Description:

Bilingual Dream Ambassador (English/French)

GAME ON – OLG needs you

We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2023-24, OLG delivered a record $2.4 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, that builds on successes to date as a world class gaming entertainment leader with a globally admired omni-channel platform.

We are ready to take this game to the next level and need a passionate Bilingual Dream Ambassador to facilitate OLG’s brand aspirations through delivery of VIP-level service to winning customers at the Prize Centre. Working as part of the Dream Ambassador team, you will be directly responsible for guiding winners through the end-to-end prize claims journey; and ensuring a positive experience with OLG by creating moments of delight. A successful Dream Ambassador will thrive in a face-to-face customer environment, have a passion for creating enhanced brand experiences, and adhere to internal controls while processing high value claims. Our Dream Ambassadors will also assist our winners in articulating their stories to develop content for marketing and PR consumption and have creative freedom to elevate the bar as it relates to onsite engagement and content generation.

YOUR ROLE IN THE GAME

Reporting to the Senior Manager, Prize Centre Operations, you will be empowered to:

Customer service and hospitality

• As the face of OLG at the Prize Centre, ensure that every customer has a positive and memorable experience during the prize claims process.
• Respond to customer inquiries and concerns related to prize claims, providing clear information and guidance on Prize Centre policies and processes.
• Drive adherence to an aligned service experience and continuously operationalize adjustments in service of CES, CSAT, and content generation KPIs.
• Employ a “Customer First” philosophy, meeting, and exceeding customer expectations to create brand advocates.
• Accommodating needs of our Winners, by partnering with our peers to provide a superior customer experience.

Marketing communications & content creation

• Interview and document winner’s stories content (stories, visuals, etc.) for the purpose of marketing and promotion
• Administer digital content onsite in support of a personalization and brand/product awareness
• Partner and collaborate with Marketing and Communications teams to align with Brand direction and strategies

Live event and brand ambassador

• Assist and/or facilitate live winner events at the Prize Centre and support execution of those events in addition to support of ad hoc customer engagements on the premises
• Set-up/tear down/move items in Winners Area, as required to support live events and engagement initiatives

Compliance, claims process and other

• Execute transactional processes and demonstrate critical thinking as it relates to prize claims processing to ensure swift and accurate disbursement of legitimate claims in compliance with OLG’s policies.
• Be the voice of our customer, relaying opportunities for improvement to leader as we evolve to a continuous improvement mindset capable of incremental delivery.
• Other duties as required.

WHAT YOU NEED TO PLAY

Work Experience: Minimum 3 years of recent experience serving premium customers (ex. Concierge, Brand Ambassador in luxury retail/hospitality field); experience with technology tools including content management systems (CMS), customer relationship management systems (CRM) and Customer Experience Systems (Qualtrics preferred); comfortable with adapting to new and emerging technologies; understanding of data analytics, metrics and continuous improvement; experience in social media content creation and management and a knack for storytelling (preferred).

Languages: Must be fluently bilingual (verbal and written) in English and French.

Knowledge and Education: Post-secondary degree/diploma, preferably in Marketing, Communications, Hospitality, or equivalent experience; proficient in MS Suite, CRM (Dynamics), CMS and CX (Qualtrics) solutions; understanding of Gaming industry and/or Responsible Gambling (preferred)

Critical Skills: Passionate about delivering exceptional in-person customer service and creating memorable experiences; works collaboratively with colleagues and cross-functional teams in a fast-paced environment; excellent written, verbal and presentation skills for diverse audiences, exercises good judgment and professionalism in unexpected situations; resourceful with effective time management and multitasking abilities; self-motivated and proactive; balances customer satisfaction with compliance standards; adept at using current adapting new technologies; ability to stand comfortably for extended periods and capable of lifting up to 50 pounds

Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work

Integrity and Trust: do what's right and operate with transparency and openness

Union Membership

This is a unionized position.

PERKS OF JOINING OUR TEAM

• Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
• Flexible Work Environment: to help balance both work and life
• You Matter: family friendly work practices and hybrid work
• Freedom to Innovate: supports new and better ways to be successful
• Be your Authentic Self: environment that values diversity as a source of strength
• Learning Galore: 24-7 access to robust online learning programs
• Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
• Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

Learn about OLG – GAME ON!

OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.

The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.

Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.

While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.

To learn more about OLG go to our website at www.olg.ca

We look forward to hearing from you, interested applicants please apply online by September 24, 2025, 2025.

OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at careers@olg.ca if you require accommodation at any time throughout the hire process._

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact careers@olg.ca, 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2._