Manager, Loyalty

About This Role

This role is responsible for developing and executing strategies to maximize net revenues from the in-house VIP casino customer database through segmentation, campaigns, and special events. Success is measured by achieving annual net revenue and booking targets, VIP satisfaction, and CRM program engagement.

Responsibilities

• Develop, implement, and manage strategies to increase the frequency and overall value of sailings by House casino players
• Leverage Casino Analytics to segment database and align impactful offers, ensuring reinvestment targets and redemption rates are met
• Build relationships with Marketing to execute casino campaigns via brand processes
• Serve as main liaison with marketing team to execute campaigns, including the development of compelling copy, branding, and creative
• Create, develop, and execute Special Events calendar, identifying future opportunities to drive and improve revenue growth
• Analyze the financial performance of campaigns and events and incorporate lessons learned into future campaigns
• Support leadership in developing and launching a global Casino Rewards/Loyalty Program, partnering with Data Analytics
• Support loyalty program processes, including onboard execution and annual renewal
• Partner with VIP Services to align campaign initiative call volume and handling
• Partner with Analytics to create reporting and evaluation tools to drive business forward
• Partner with VIP Services, Casino Operations, and Marketing teams to execute special events
• Present scope requirements to IT and other shared services to develop new tools and platforms to support initiatives

Requirements

• Minimum of five years casino marketing experience
• Minimum of three years front-of-house casino marketing experience
• Minimum of two years leadership experience within a gaming, leisure, or hospitality
• Knowledge of Casino Marketing techniques
• Ability to drive multiple initiatives simultaneously and sustain movement to completion
• Exceptional analytical skills
• Knowledge of the principles of casino mathematics, including the calculation of theoretical loss and customer reinvestment
• Demonstrated leadership capabilities and effective verbal and written communications skills
• Ability to collaborate with international team members
• Ability to read, write and present extensive and complicated procedures
• Above average proficiency in navigating online tools and resource and software packages such as Excel, Word, PowerPoint, database software or related programs
• US Passport or US Permanent Resident

Qualifications

• Minimum of five years casino marketing experience, three years front-of-house casino marketing, and two years leadership experience within gaming, leisure, or hospitality.

Skills

* Required skills