Director Casino Marketing

About the role

Responsible for the marketing direction and management of the Senior Executive Hosts, VIP Hosts and National Casino Marketing.

Responsibilities

• Directs the development of strategic and annual business plans for increasing VIP and hosted revenue from the different hosting business channels.
• Responsible for the implementation and execution of these business plans in order to achieve desired revenue and profitability results.
• Create a “sales” oriented culture and environment that promotes increasing customer trips and driving VIP gross gaming revenues, teamwork, and unparalleled customer service and relationship building with our VIP and hosted customer segments.
• Drive Player Development efforts through prospecting programs targeting “new to property” VIP guests.
• Ensure performance standards are achieved with regards to operating procedures, internal audits, regulatory compliance, and budgeted expenses.
• Manage diverse sales force with the goal of motivating, inspiring, leading and developing the best Executive Hosts who are driven to provide the best customer service and build the best relationships with our VIP customers.
• Prepare the annual business plans and budgets to ensure the appropriate focus and resources are in place to target and grow the revenue contribution from our domestic and Asian executive host business channels.
• Play integral role in ensuring the proper VIP marketing programming is in place to solicit customer response, from telemarketing, to special events and direct mail.
• Ensure the team is properly and fully utilizing the contact management system and Salesforce tools developed to drive customer trips and gross gaming revenues from the hosted business channels.
• Controls expenses relative to plan, and sets policies that clearly communicates the reinvestment strategy and tactics targeted to hosted customer segments.
• Makes adjustments accordingly and ongoing to the business in order to leverage the strengths of the property, the opportunities in Harrah’s/Horseshoe key competitive markets and to eliminate or minimize imminent competitive threats.
• Responsible for overseeing the NCM scheduling and procurement of associated airfare.
• Responsible for maintaining a growing National VIP program with capability to support and coordinate similar programs in cooperation with other Caesars properties.
• Builds, maintains relationships and works closely with Branch Office and Independent Marketing Reps.
• Maintains high-level contact and rapport with Branch Office and Reps to ensure repeat business.
• Constantly looks for avenues to ensure unique and memorable events for NCM customers.
• Analyzes financial data and makes recommendations for maximized growth in load factor and theoretical per seat.
• Covers Service programs, activities, special events and databases with general VIP marketing programs and systems.
• Builds, maintains relationships and works closely with other internal departments that play a vital role with NCM and VIP business.
• Achieves desired results in all areas of responsibility through staff development and training programs, established methods, procedures and guidelines to maintain desired standards, and high quality service.
• Makes changes if necessary to achieve end result.
• Manages day to day and long term operations to include hiring, training and developing employees which includes coaching, mentoring and appropriate performance management up to and including separation.
• Responsible for staffing and scheduling (planning, assigning and directing work) to meet business demands and ensure customer satisfaction.
• Lead an organization with methods and actions that are ethical and in full compliance with all applicable laws, regulations, and Company policies.
• Identifies compliance risks and takes actions necessary to eliminate or minimize risks.
• Champions, within the organization, a commitment to honesty, integrity, and responsible corporate behavior.
• Fosters an environment where employees feel comfortable reporting potential violations or misconduct.
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
• Presents oneself as a credit to the Company and encourages others to do the same.
• Performs all other related and compatible duties as assigned.

Qualifications

• College degree preferred.
• Experience of 5-7 years in the gaming industry, with at least 3 years managerial or supervisory experience in Casino Marketing or Marketing, preferably within the Casino industry working for a large-scale business with extensive multi-channel marketing and national reach.

Additional Requirements

• Excellent communication skills, particularly those skills needed to resolve complaints from dissatisfied and upset guests and to effectively lead, motivate and develop a diverse workforce.
• Good oral and written communication skills including tact when dealing with difficult customers, must be fluent and literate in English.
• Proficient with customer contact systems (CMS) and Salesforce/SMART to support team and increase profitability and efficiency.
• Able to manage multiple objectives and tasks simultaneously, and continually assess and re-set priorities.
• Able to get along with co-workers and work well as an inspirational team leader.
• Able to present a well-groomed, professional appearance.
• Able to work any day of the week and any shift.
• Able to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.
• Able to communicate across all levels of the organization and within the sales process.
• Able to think independently in making decisions to maximize customer service experience and program profitability.
• Able to be a self-starter and motivator and capable of working at times without constant direction.