Manager Customer Experience

Manage the daily operations of marketing promotions and associated internal and external stakeholders to facilitate successful value added guest engagement. Coordinate with and/or delegate to Purchasing, Advertising, Income Audit, Internal Audit, NYGC, NY Lottery, Marketing Analytics, Player Development, Database Marketing, Digital AV, Players Club, Facilities, Slot Operations, Warehouse, and Security to ensure all aspects of promotions are communicated and attended to. Support with management of Player Development Events and retail shopping events as needed. Disciplines employees and issues corrective actions. Under the direction of the Director of Casino Marketing, the Manager of Customer Experience will also take ownership of maximizing the aggregate gaming activity of the base of customers they are managing via proactive sales efforts. This position will be measured and evaluated on their efforts, decision making, and contribution to organizational financial growth, specifically gaming revenue gained through relationship marketing of their high worth players. Responsible for managing Promotions Specialists, including hiring, training, discipline, and coaching. Responsible for generating a positive and friendly atmosphere and supporting staff as needed. Promotes excellent customer service and employee relations. Presents oneself in a neat and clean appearance at all times. Performs other duties as assigned.
Essential Duties

• Execute slot tournaments to maximize guest engagement when programmed.
• Initiate the contract review process with multiple vendors and external stakeholders and ensures that all legal and insurance documentation has been reviewed and approved to mitigate risk.
• Provide clear communication to all customer facing employees and departments to ensure promotional event knowledge and details are made available.
• Responsible for working directly with vendors and lottery officials to successfully propose and secure six figures in added promotional funding approval and reimbursements annually.
• Strategize, propose, implement, and execute promotions successfully within guidelines and regulations ensuring that all Rules & Internal Controls are drafted, reviewed, and published to the New York Lottery and gaming commission.
• Build out monthly promotions calendar to ensure necessary segments are targeted profitably to align with database, direct mail strategies, and overall RWNY marketing strategies.
• Draft, submit for approval, and ensure in house voice-overs are created to promote all promotions on property in coordination with the AV Manager.
• Submit all email, database, direct mail, and other advertising support needs in Function Fox or In motion for creation, tracking, and approvals.

• In coordination with database marketing, ensure all promotional vouchers and Free Slot Play vouchers associated with promotions are built, and loaded in to the CMS and Promotional Kiosk system.
• Work directly with various slot vendor representatives of IGT, Bally, and Spielo to stay informed of available marketing reimbursement funds.
• Work with Director of Casino Marketing to draft proposals to vendors for approval, and further submit PAFs to the New York Lottery after seeking initial approval from each vendor.
• Must retrieve pertinent information and metrics post-promotion from Database and Slot Departments to analyze success of vendor promotions to continue to receive funding for further yearly events.
• Submit quarterly proposals to lottery for permission to use lapse prize fund when available to conduct larger promotions for maximum profitability.
• Submit clear invoice requests to accounting to ensure each vendor is invoiced for marketing support dollars after promotions are complete, and post event analyses are complete.
• Submit requests to cage management team for cash vouchers as needed as prizes or promotional awards, sign out, sign in, and account for distribution of cash vouchers.
• Must execute all promotions, drawings, and tournaments per audit and lottery regulations, and maintain a prize winners log signed by multiple stakeholders.
• Required to create monthly promotional witness calendar requests to submit to On-Site Lottery, Audit, and the Slot Department as needed.
• Must keep track of inventory of all promotional items, as well as cash prizes to submit to Internal and Income Audit on a monthly basis.
• Coordinates with purchasing to order monthly gifts, plan in-house dates and communicate with advertising all relative information of product. Information must be relayed to the Warehouse to ensure all items are scheduled to receive on time.
• Create and build of all monthly promotions through the EVERI Kiosk or LDMS system.
• Evaluates event response rates through post-event reporting to optimize player engagement and profitability.
• Empowers Promotions & Players Club staff by providing relevant information and tools to help team members meet daily production goals.
• Ensures departmental policies are being adhered to.
• Helps to maintain promotions and office environment cleanliness and efficiency.
• Manages departmental payroll: reviews weekly timesheets, processes PTO requests, and tracks employee FMLA & overtime.
• Enforces all HR policies and issues disciplinary action as needed.
• Oversees training of all new staff and corrective training of existing staff.
• Disseminates relevant company information in a timely, efficient manner. Serves as department liaison in company meetings and training sessions.

• Fosters collaboration and motivates property operating teams to achieve results and exceed customer expectations.
• Makes management level financial decisions and is responsible for customer profitability.
• Manages a 300-500 person database of Players.
• Builds relationships and grows business of assigned database.
• Achieves personal and department goals as determined by executive management.
• Aggressively promotes the different tiers of the Genting Rewards program and encourages players to play up to achieve the next tier level.
• Actively increases the worth of their coded players.
• Achieves all assigned CRM goals.
• Achieves all assigned Special Event and Hotel booking goals.
• Records all interactions with their coded players through the current sales platform.
• Cultivates good customer relations to entice incremental trips to the casino from existing customers and build the gaming worth of assigned player base.
• Speaks with qualified players in person or by phone to sell promotions and special events.

Job Requirements
Physical and Mental
Must be able to stand and walk the property for entire shift. Must be able to lift, unpack, move, stack, and retrieve individual and multiple items weighing 50 pounds. Must be able to listen to customer concerns and make reasonable decisions based on company policies and procedures. Must be able to analyze situations and handle in a calm and rational manner. Must keep a flexible work schedule, which include working nights and weekends. Must present oneself in a neat and clean appearance at all times. Must be able to work in a fast-paced, high volume, noisy environment with multiple distractions. Must be comfortable, proficient, and effective using property PA system to announce all promotional events and deliver pertinent information as requested by multiple Executive Management Team members when needed.
Language Skills
Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language a plus. Ability to write detailed instructions and correspondence. Ability to effectively present information in one-on-one and group situations.
Mathematical Skills & Reasoning Ability:
Ability to compute basic mathematical calculations. Ability to decipher various reports and maintains reports upon request.
Work/Educational Experience

• Must be at least 18 years old, possess a high school or equivalent diploma and have the ability to obtain the appropriate license pursuant to the New York State Lottery regulations.
• Bachelor's Degree AND two (2) years' experience in a Marketing, Promotions Management, or Promotions Supervisory position.
  
  • OR Four (4) years' experience in a Marketing, Promotions, or Promotions Management position
  • OR Two (2) years' experience in a Marketing, Promotions, or Promotions Supervisory position within Resorts World.
• Experienced and proficient with Kronos Workforce Ready, DRS, GCVS, SWS, Microsoft Outlook, LDMS, and Microsoft Excel.
• Must have excellent PC, communication, and delegation skills.
• Must be a team player.

Salary Range: $69,800 - $87,130
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)