Customer Development Manager Jobs in Graham, WA (NOW HIRING)

Description

POSITION OBJECTIVE: To provide exceptional leadership and oversight of the Player Development departments and programs, while strategically increasing gaming revenue by way of building relationships and providing the ultimate guest service experience for all guests, including our high value VIP guests.

Our Mission: To enhance continued economic viability and quality of life for the Nisqually Indian Tribe, our Team Members, and the neighboring communities

Our Vision: Creating incredible experiences.

Our Core Values: Integrity, Communication, Accountability, Respect, Teamwork

JOB SUMMARY:

This position is responsible for growing and maintaining Red Wind Casino's customer database of hosted players through one-on-one interactions with our guests. Lead the Player Development Team in developing and maintaining effective working relationships with a casino property's very best players and provide services to them to build player loyalty and increase the number of visits or amount played (or both) from among those guests.

Requirements

QUALIFICATIONS

Required skills and knowledge:

• Bachelor's degree in marketing, Business, or another closely related field.
• Minimum of 3 years of directly related management experience of player development host program(s).
• Minimum of five (5) years prior experience in sales focused position.
• Demonstrated, highly creative mindset with the ability to develop innovative player engagement strategies and a strong visionary approach to enhancing loyalty, driving visitation, and elevating the guest experience through special events, promotions, and the conceptualization of event themes, decor, and on-property VIP setups.
• Deep understanding and knowledge of performing and interpreting analysis related to Player Development and host performance.
• Provide a Driving Abstract
• Must have a valid Driver License and Driver's abstract must not contain any disqualifying events per the NRWC Safe Driver Policy
• Knowledge of all casino games, amenities, and venues.
• Knowledge of gaming regulations pertaining to gaming promotions and applicable internal controls and SOPs.
• Proven experience in planning, organizing, and executing casino special events and promotions.
• Must be able to maintain a high degree of confidentiality with respect to all matters pertaining to the gaming enterprise business.
• Advanced computer skills, including MS Office Suite.
• Experience utilizing Casino Player Management & Tracking software.
• Experience utilizing CRM for sales related functions.
• Superior written & verbal communication skills.
• Strong time management skills, with the ability to prioritize and work on multiple projects.
• Ability to take initiative and work without direct supervision.
• Excellent guest service skills
• Must have experience motivating guests and staff, have excellent interpersonal skills and work as part of a team with subordinates, co-workers, and management.
• Possess excellent decision-making skills.
• Must have a comprehensive understanding of player ratings systems and complimentary guidelines consistent with normal industry standards.
• Pass NRWC pre-employment testing.
• Ability to obtain a Class III Gaming License.
• Ability to work all shifts including evenings, weekends and holidays.

Preferred skills and knowledge:

• At least one (1) year related experience at a 4 or 5 diamond property.

PHYSICAL REQUIREMENTS:

• Must be able to stand and/or walk for long periods of time.
• Must be able to reach, bend, stoop, lift, and carry items weighing up to 50 pounds on a regular and continuous basis.
• Ability to tolerate smoke-filled environments.
• Manual and finger dexterity for computer use.

ESSENTIAL FUNCTIONS OF THE JOB:

• Responsible for overall operations and administration of the Player Development and Players Club departments.
• Ensures full and consistent use of CRM tools and strategies to support Player Development efforts in telemarketing, strengthening sales and guest relationships, and driving increased visitation and loyalty.
• Develop and implement new programs to ensure maintenance of high quality patronage and player migration to hosted VIP from non-hosted VIP through strategy.
• Creates and maintains programs to encourage new player activation, growth, and player retention.
• Responsible for the delivery and management of amenities to high-end level guests in accordance with established policies and procedures.
• Responsible for developing and executing on the annual Player Development event/promotional calendar.
• Responsible for generating and achieving specific revenue goals by developing new and existing high-end play.
• Ensure all hosted guests stay well informed of all special events, promotion, and entertainment, that are taking place within the property through direct mail, telemarketing, e-mail and in person communication.
• Ensures a maximum level of guest service and satisfaction with high-end guests is achieved and maintained.
• Continually monitor overall performance of the Player Development program. Organize, prepare, and execute reporting and presentations on findings and recommendations to the Director of Marketing on ways to increase performance.
• Carries out supervisory responsibilities in accordance with policies. Responsibilities include interviewing, hiring, termination, planning, assigning, and directing work, appraising performance, rewarding, and disciplining employees, addressing complaints, and resolving problems.
• Oversee full cycle event planning for all VIP related events, includes coordinating, inviting, hosting, costing and follow-up reporting.
• Collaborates with Data team to design and prepare accurate and relevant data analysis for any requests or projects, as it relates to Player Development.
• Creates relationship and connections with the guest by answering general questions etc.
• Ensure compliance, accountability completion of all regulated departmental processes and procedures, including but not limited to paperwork requirements, departmental logs, and required departmental practices.
• Interact on a frequent basis with high-limit slot and table game players to build and retain VIP Player loyalty.
• Closely monitor Host performance to ensure they are meeting established goals.
• Closely monitor Host compliance by evaluating play of hosted players to ensure that they are being rewarded according to Casino guidelines.
• Provide regular coaching and development to the Player Development and Players Club Team, ensuring each member of the team is performing and meeting their maximum potential.
• Provide regular reviews and updates to management on Player Development activities and performance.
• Other duties as assigned by management.

Rev: 06.26.26

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