Manager – Relationship Marketing

Role Overview

• Directly manage and lead the Executive Casino Host team, providing coaching, mentorship, and performance management.
• Establish clear goals and measurable objectives for the host team related to VIP acquisition, retention, and player value growth.
• Conduct regular performance reviews and provide ongoing feedback to ensure hosts meet departmental KPIs.
• Responsible for the hiring, training, scheduling, recognition, and disciplinary actions for Executive Casino Hosts.
• Foster a high-performance culture focused on exceptional VIP service and revenue growth.
• Execute the regional VIP comp strategy in accordance with internal policies and financial guidelines.
• Ensure comp distribution aligns with player value and supports long-term revenue growth.
• Monitor and manage VIP comp budgets to ensure proper controls and return on investment.
• Ensure all VIP host activities adhere to regulatory requirements, responsible gaming standards, and internal policies.
• Monitor host interactions with players to ensure ethical conduct and appropriate engagement practices.
• Escalate potential responsible gaming or compliance concerns to the appropriate departments when necessary.
• Establish and maintain strong working relationships with internal departments including Marketing, Customer Support, Payments, Fraud, and Compliance.
• Act as a liaison between VIP Operations and other departments to resolve operational challenges and enhance the VIP player experience.
• Support leadership in implementing strategic initiatives that impact VIP operation.
• Utilize reporting and data tools to support efficient daily operations and host team productivity.
• Ensure accurate documentation of player interactions, comps, and engagement activity within CRM systems.
• Identify opportunities to improve operational processes, host workflows, and player engagement strategies.
• Must be able to stand or sit and operate computers and other technological devices for extended periods of time.

Requirements

• 5+ years of experience in casino, iGaming, or VIP player development, with at least 2 years in a leadership role.
• Strong understanding of VIP player lifecycle management and host relationship strategies.
• Proven ability to lead teams and achieve revenue and retention targets.
• Experience working with CRM platforms, analytics tools, and player reporting systems.
• Excellent communication, leadership, and problem-solving skills.
• Ability to manage high-value guest relationships in a professional and discreet manner.
• Strong analytical mindset with a data-driven approach to decision making.
• Knowledge of responsible gaming regulations and compliance requirements within the gaming industry.
• The ability to travel and attend off property events.

Benefits

• Medical, Dental, Vision, Life, and Disability Insurance
• 401(k) with company match
• Pre-tax spending accounts including health care FSA and commuter savings
• Flexible paid time off
• Professional development reimbursement and ongoing skills training opportunities
• Employee resource groups
• Swag, ticket giveaways, and more!