The Senior Account Director will lead the strategic direction, execution, and performance of all account management activities across the region. This role leads all aspects of a group of Senior Account Managers and is responsible for ensuring outstanding customer success, operational excellence, and long-term growth of the iLottery program. The ideal candidate is a seasoned leader with deep experience in client relationship management, contract oversight, and cross-functional collaboration in a fast-paced, regulated environment.
What You'll Do
Leadership & Team Management
Lead, mentor, and develop a high-performing team of Senior Account Managers across North America.
Establish clear goals, benchmarks, and performance metrics aligned with business objectives.
Develop a culture of accountability, collaboration, and continuous improvement.
Strategic Customer Success
Serve as the executive sponsor for key iLottery accounts and vendor partnerships.
Drive strategic alignment between customer goals and internal delivery capabilities.
Oversee the development and execution of joint success plans with customers.
Operational Oversight
Ensure consistent delivery of services and fulfillment of contractual obligations across all accounts.
Monitor and improve service level performance, issue resolution, and customer satisfaction.
Lead cross-functional initiatives to optimize account operations and support scalability.
Contract & Compliance Management
Be responsible for contract negotiations, renewals, and compliance with SLAs and regulatory requirements.
Partner with legal and finance teams to handle risk and ensure contractual integrity.
Market Strategy & Growth
Analyze market trends and customer feedback to inform strategic decisions.
Find opportunities for expansion, upsell, and innovation within existing accounts.
Collaborate with product and marketing teams to align offerings with customer needs.
Executive Reporting & Insights
Provide regular updates to executive leadership on account health, risks, and opportunities.
Deliver actionable insights based on performance data, customer feedback, and market intelligence.
What We're Looking For
Bachelor’s degree in Business, Marketing, or related field; MBA preferred.
15+ years of experience in account management, customer success, or operations leadership.
5+ years of experience in the iLottery or gaming industry, with direct oversight of Lottery partnerships.
Consistent record of leading large teams and handling complex customer relationships.
Strong critical thinking, negotiation, and communication skills.
Deep understanding of contract management, SLAs, and regulatory environments.
Ability to travel as needed across North America.
Executive presence with the ability to influence senior partners.
Passion for customer success and operational excellence.
Experience working with government or public sector clients.
Familiarity with digital gaming platforms and emerging technologies.
This job description may have been reviewed and enhanced using AI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat.
We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.
Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.
Specific details about compensation and benefits for this position will be discussed during the recruitment process.
Skills Required
- Bachelor’s degree in Business, Marketing, or a related field
- 15+ years of experience in account management, customer success, or operations leadership
- 5+ years of experience in the iLottery or gaming industry with direct oversight of lottery partnerships
- Experience leading large teams and managing complex customer relationships
- Strong critical thinking, negotiation, and communication skills
- Deep understanding of contract management, SLAs, and regulatory environments
- Ability to travel across North America as needed
- Executive presence and ability to influence senior partners
- Experience working with government or public sector clients
- Familiarity with digital gaming platforms and emerging technologies
- MBA
Aristocrat Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Aristocrat and has not been reviewed or approved by Aristocrat.
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Healthcare Strength — Health coverage is considered strong, with mentions of comprehensive medical, dental, and vision options plus mental‑health resources. Descriptions point to solid insurance offerings across core areas.
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Retirement Support — Retirement benefits include a 401(k) with employer matching, positioned as a notable part of the package. This element is consistently referenced alongside other key benefits.
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Parental & Family Support — Family support is emphasized through paid parental leave, adoption or surrogacy assistance, and benefits that can include dependents. Wellbeing resources are described as part of the broader family-support ecosystem.
Aristocrat Insights
What We Do
Aristocrat Leisure Limited is an ASX20 listed company and one of the world’s leading providers of gaming solutions. We’re licensed in over 300 jurisdictions and operate in over 90 countries around the world. We’re also proud to have a team of over 6500 employees that deliver outstanding results by pushing the boundaries of innovation, creativity and technology each day. We offer a diverse range of products and services including electronic gaming machines, social gaming and casino management systems, but it doesn’t stop there. Despite our global presence and exponential growth, we remain an ideas company at heart that is committed to delivering outstanding results for our customers and players and an unparalleled experience for our employees, who have the opportunity to grow, be inspired and be the best they can be. Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us to live our mission of bringing joy to life through the power of play – every day. Come and join us – let’s play!
Why Work With Us
Individually we’re great, but together we’re brilliant. Our employees are the beating heart of our business and we attract the best people in the industry thanks to our unique and inspiring culture. Come and join the team and help bring joy to life through the power of play.
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