Customer Development Director

MGM Resorts International • Home Office - US, FL, FL

1d

About The Position

The Director of Customer Development drives and supports team efforts to generate incremental visits from casino customers while providing excellent customer service. The role provides direct or indirect leadership to the team and must be performed in accordance with MGM Resorts International policies, practices, and procedures.

The Director evaluates casino customer activity to determine appropriate incentives and approve allowances, including rooms, food, beverages, event tickets, promotional chips, free play, airfare, and discounts. The position focuses on driving incremental business, particularly from inactive customers, maintaining the customer base, and supporting the property’s customer development efforts. It also includes authorizing marker limits for qualifying customers, cultivating new and inactive players, and making decisions about credit lines, allowances, and comps while managing customers profitably.

The role works with Casino Marketing, Marketing Executives, and property personnel to assist qualified in-house casino customers; safeguards confidential customer information; helps oversee special events, customer disputes, and complaints; attends quarterly receivables meetings to update Corporate Finance; and requires frequent travel to meet existing customers. The Director must comply with applicable laws, Title 31, and mandatory training requirements.

Requirements

• Over eight years of specialized experience in casino marketing.
• Strong financial acumen and direct expertise managing customer credit lines, authorizing markers, and balancing guest allowances against profitable business outcomes.
• Ability to make critical decisions that protect the brand while supporting revenue growth and guest service.
• Required to travel frequently.

Nice To Haves

• Proven track record of driving operational excellence.
• Experience cultivating high-value customer relationships and mentoring a high-performing team.
• Strategic leadership capability and a focus on elevating the guest experience.

Responsibilities

• Evaluate casino customer activity and provide appropriate incentives; authorize or approve allowances such as rooms, food, beverages, event tickets, promotional chips, free play, airfare, and discounts.
• Drive incremental business, focusing on inactive customers, and maintain the customer base in support of the property’s customer development efforts.
• Authorize and grant marker authorization limits to qualifying customers.
• Engage new and inactive customers using player development skills.
• Make business decisions regarding customer credit lines, allowances, and comps while managing customers to profitable levels.
• Work with Casino Marketing, Marketing Executives, and property personnel to assist and facilitate qualified in-house casino customers.
• Protect confidential casino customer information and enforce guest privacy in accordance with company policies.
• Assist in overseeing special events to support marketing strategy and greet customers.
• Attend quarterly Receivables Meetings and provide updates to Corporate Finance.
• Help oversee customer disputes and complaints and resolve them to the satisfaction of the customer and company.
• Travel to meet existing customers.
• Comply with laws and Title 31 and attend mandatory compliance and training sessions.
• Provide direct or indirect leadership to the team and support its customer development efforts.

Benefits

• Comprehensive wellness programs supporting employees’ physical, mental, and emotional well-being.
• Company-sponsored discounts across hospitality, dining, retail, entertainment, travel, technology, and partner offerings.
• Complimentary parking during and outside scheduled work hours.
• Competitive health, wellness, and income protection benefits for eligible employees.
• Professional growth and career development through leadership programs, learning opportunities, strategic networking, and community engagement initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed