Managers or leaders: what does igaming really need?

In an environment that is constantly evolving igaming businesses face unique challenges and opportunities when it comes to leadership. This begs the question: do they need more managers or leaders and what will help drive success in the increasingly competitive landscape?

While both roles are essential, understanding the differences between management and leadership is crucial to identifying which is more urgent for the industry today.

Defining the key difference

Before diving into the discussion, it’s essential to understand the distinction between managers and leaders. Both serve critical roles but approach organisational growth from different angles.

1. Managers are focused on day-to-day operations. They ensure systems are functioning efficiently, processes are followed, and teams meet their targets. Managers prioritise stability, consistency, and organisation. They work within established frameworks and optimise resources to meet specific objectives. Their primary role is to execute the company’s strategy and ensure everything runs smoothly.

2. Leaders, on the other hand, focus on vision and long-term goals. They inspire and motivate their teams to push boundaries, innovate, and embrace change. Leaders are forward-thinkers who prioritise growth, adaptability, and transformation. They challenge the status quo, encourage creativity, and guide their teams through uncertain times.

State of play

The igaming industry is continuing to experience significant growth within some key areas. However, it also faces challenges such as stringent regulatory environments, evolving customer expectations, and increased competition. These dynamics create an environment where both managerial efficiency and visionary leadership are crucial.

Here’s why:

• Regulation: The igaming sector is heavily regulated, and keeping up with new laws and restrictions is vital. Every jurisdiction may have different rules regarding advertising, payouts, and customer protection. Managing these complexities requires individuals who can ensure compliance without disrupting business operations.

• Innovation: The industry is constantly evolving, with technologies like blockchain and AI transforming the customer experience. Businesses need to stay ahead of the curve, not just in compliance but also in product development and customer engagement. The igaming audience is tech-savvy and expects seamless experiences, which necessitates visionary leadership that is able to spot future trends and inspire innovation.
• Competition: With the rise of mobile gaming and digital platforms, igaming businesses face more competition than ever. Whether it’s a global player or a niche startup, staying relevant in this market requires both strategic management and innovative leadership.

So, which role should igaming businesses prioritise in this competitive and regulated landscape?

Managers are vital right now for igaming

While leadership often takes the spotlight in business discussions, managers play a crucial role in igaming due to the highly regulated and operationally complex nature of the industry. Here's why skilled managers are indispensable:

1. Operational efficiency: In an industry driven by rapid player transactions, ensuring flawless execution is essential. Managers guarantee that customer service teams, tech support, and payment gateways operate smoothly. Their ability to optimise workflows ensures that the business can handle thousands of customers and transactions without hiccups.

2. Compliance and risk management: Businesses in igaming must stay up to date with constantly evolving regulations across different markets. Missteps can result in fines or even loss of operating licences. Managers with a strong understanding of compliance are essential in ensuring the business operates within legal frameworks, implementing necessary controls, and reducing risks.

3. Performance management: Ensuring the teams within igaming companies are hitting targets is a key managerial function. Whether it’s overseeing marketing efforts, ensuring smooth customer onboarding, or managing product rollouts, managers help ensure that day-to-day performance aligns with business objectives.

4. Customer retention: Igaming businesses heavily rely on repeat customers. Managing retention campaigns, loyalty programmes, and ensuring customer satisfaction are daily operational tasks that need detailed oversight. Skilled managers help keep these initiatives on track, ensuring that players stay engaged and continue to spend.

The case for leadership

While strong managers ensure operational success, visionary leaders are essential to drive innovation and long-term growth. Here’s why leaders are equally critical:

1. Driving innovation: Leaders in the igaming space must anticipate trends and ensure their teams are creating products that will excite the next generation of players. Whether it's integrating virtual reality, developing new game formats, or enhancing user interfaces, leaders inspire teams to innovate and differentiate from competitors.

2. Navigating change: The industry is subject to both technological disruption and shifting regulations. Leaders who can inspire teams through uncertain times, reimagine strategies, and navigate disruptions are invaluable. These leaders help businesses pivot effectively and embrace new opportunities as they arise.

3. Building a vision: Companies that operate with a strong vision have a clear advantage in the marketplace. Leaders are responsible for crafting a compelling vision and rallying the team around it. This fosters a sense of purpose, engagement, and loyalty among employees, which in turn translates to better customer experiences.

4. Cultural impact: Leadership plays a key role in shaping company culture. In a competitive industry like igaming, a strong company culture can attract and retain top talent. Forward-thinking leaders create environments where employees are motivated to bring their best ideas, innovate, and take calculated risks.

So, what do igaming businesses need right now—managers or leaders? The ideal igaming business should foster a culture where both strong managers and visionary leaders thrive, working together to navigate the current landscape while pushing the boundaries of what’s possible.