Job Description
In conjunction with Executive and Marketing leadership, responsible for the execution of the strategic direction of the Player Development and Customer Development areas for the property, ensuring profitability and driving customer satisfaction.
HOW YOU WILL CREATE THE EXTRAORDINARY
- Acts as key leader to the Player Development team and is responsible for the overall success of the department at the property.
- Responsible for the development and execution of premium player marketing programs that increase market share and profitability while complying with gaming regulations.
- Develop, implement and monitor budget, annual forecast, market and business plan, expense control, incremental revenue tracking and monthly group forecast.
- Develops new programs to generate loyalty among high-worth players.
- Responsible for communicating results for individual host and player development performance.
- Establishes and maintains good will of premium players based upon personal interaction.
- Coordinates activities of the various departments to attain financial objectives.
- Consistently review/measure customer service through customer contact and surveys.
- Reviews analysis of activities, costs, operations, and forecast data to determine progress towards stated goals and objectives.
- Drive high customer satisfaction through constant monitoring of product and service to ensure that customer expectations are met and encouraging repeat business
- Actively pursue new contacts in the marketplace and maintain successful relationships with existing contacts.
- Maintain knowledge of competitors' products and monitor effectiveness.
- Act as a change agent to improve and streamline department operations, through the continuous assessment of policies and procedures, work processes and program effectiveness and value.
- Maintain strong working relationships with operating departments, interfacing when necessary to ensure coordination of events.
- Demonstrate excellent leadership and facilitator skills in conflict resolution and problem solving between different points of view.
- Responsible for hiring, orientation, training, succession planning, and job performance assessment for all direct reports. Establish criteria and measurement of individual and team goals.
- Ensure compliance with the Virginia state regulations for all Casino Marketing personnel and programs. Responsible for adherence to all company policies, procedures, and standards.
- Lead an organization with methods and actions that are ethical and in full compliance with all applicable laws, regulations, and Company policies.
- Identify compliance risks and take actions necessary to eliminate or minimize risks.
- Champion, within the organization, a commitment to honesty, integrity, and responsible corporate behavior.
- Create a compliance culture within the organization and foster an environment where employees feel comfortable reporting potential violations or misconduct.
Responsibilities
ADDITIONAL REQUIREMENTS
- Must be able to work flexible hours including evenings, weekends, and holidays as needed.
- Must be able to speak, read, write, and understand English.
- Must be able tolerate areas containing secondhand smoke, loud noises, and bright/flashing lights.
- Ability to maintain regular, predictable attendance according to schedule.
- Some travel is required.
- Ability to anticipate and react to changes in planning assumptions and alter plans as necessary.
Qualifications
WHAT YOU WILL NEED
- College degree in marketing, business, hospitality, or related field preferred.
- 10+ years of progressive executive leadership experience, with at least 5 years in casino or hospitality marketing.
- Proven record of driving measurable revenue growth and managing large budgets.
- Deep understanding of casino operations, player segmentation, and reinvestment strategy.
- Proficiency with casino management systems (e.g., CMS, LMS), CRM platforms, and analytics tools.
- Strong expertise in digital marketing, advertising, and brand strategy.
- Exceptional leadership, communication, and stakeholder management skills.
- Ability to work in a fast-paced environment with complex regulatory requirements.
- Must be able to obtain a gaming license from the Virginia Lottery.
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