Manager, Player Development & VIP - Casino & Sportsbook
Description
As a Manager, Player Development, you will work collaboratively with the Director of Player Development in identifying high value segment players, establishing personalized relationships, groom loyalty to our digital Sportsbook and iCasino operations, assist with expediting large deposits and withdrawals, and effectively bolster our high value segment’s lifetime value. You will not only identify but build strong relationships with our VIPs and respond quickly to their needs and any issues that may arise.
Responsibilities
- Developing strategic approaches with acquiring and onboarding new VIP accounts to theScore Bet
- Leads strategic direction for the regional VIP team to reach key VIP sales metrics, customer engagement, market share and net revenue
- Provides the Director of Player Development with KPI data reporting and reviews of individual hosts and associate performances within an assigned region
- Manage a portfolio of the most valuable users of theScore Bet.
- Identify potential VIP accounts while retaining and growing existing players.
- Develop and strengthens rapport with VIP players by exhibiting friendly and helpful services, to ensure repeat business.
- Responsible for achieving individual KPI based goals on a weekly, monthly, and quarterly basis.
- Monitor activity and profitability of all assigned VIP players.
- Implement strategies to earn a higher market share in our operating regions.
- Utilizes Sales Force (CMS) tracking for all patron's contacts, profile preferences, and tasks.
- Completes all Sales Force task assignments in a timely manner.
- Assist with planning, executing, and hosting in-person VIP events.
- Exceed departmental sales and growth goals.
- Provide professional representation on behalf of the company for all internal, external meetings, and events.
- Take the lead in resolving conflicts and complaints on behalf of the company in a reasonable and fair manner.
- Adhere to all corporate and local policies, procedures, and operating guidelines.
- Regularly communicate with Risk and Trade to help maximize the potential value of your portfolio.
- Successfully manage and assist with omnichannel bookings at our brick-and-mortar casinos.
- Develop and maintain relationships with brick-and-mortar player development teams and stakeholders.
- Occasional travel is required.
- Maintain the confidentiality of player information, including personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
- Perform any reasonable, temporarily assigned job duties outside the position's job description, where, in the company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service.
Requirements
- 5+ years of VIP / Key Account Management or equivalent.
- Passionate and knowledgeable about American sports and American sports betting.
- Proven experience managing a portfolio of 100+ clients.
- Ability to generate, maintain, and capitalize on a sustainable funnel of new business at a healthy rate.
- Strong understanding of key sports betting metrics from both a micro and macro perspective.
- Experience managing and mentoring a team of VIP hosts or equivalent.
- Optimistic and driven with a problem-solving attitude.
- Proven ability to successfully plan, execute and host in-person events with clients.
- Available to travel occasionally.
- Must have intermediate computer knowledge; MS Office (Word, Excel, and Outlook), Sales Force (CMS)
- Must have the ability to interact with guests, staff and colleagues and resolve problems/conflict in a professional manner.
- Must be able to maintain confidentiality.
