DIGITAL GUEST EXPERIENCE MANAGER

Graton Resort & Casino•Rohnert Park, CA

About The Position

The Digital Guest Experience Manager is responsible for leading and advancing Graton's end-to-end digital guest ecosystem across the mobile app, website/player portal, mobile web, social gaming platforms, digital messaging channels, and on-property digital touchpoints. This role serves as the internal advocate for the guest, ensuring digital experiences, including promotional drawings, personal progressive jackpots, virtual host engagement, service windows, kiosks, mobile ordering, valet system integrations, and digital payment initiatives, are intuitive, transparent, engaging, and aligned with Graton's loyalty and marketing strategies. The Digital Guest Experience Manager will lead and drive digital experience initiatives supported by executive leadership, collaborating closely with IT product managers, project managers, business analysts, vendors, and cross-functional business teams to ensure successful execution and continuous improvement across both online and on-premise environments.

Requirements

Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.
Bachelor's degree in Digital Strategy, Business, Hospitality, or related field (or equivalent experience)
5+ years of experience in digital experience, marketing innovation, guest engagement, or related roles
Experience working with mobile apps, web platforms, CRM/loyalty systems, and digital messaging tools
Strong understanding of UX principles and customer journey optimization
Ability to collaborate effectively across marketing, rewards, IT, and external vendors
Strong analytical thinking and ability to translate guest insights into actionable initiatives
Excellent communication and stakeholder management skills
Must be able to work flexible hours, including weekends and evenings as business needs required
Ability to lift up to 10 pounds with or without assistance
Ability to sit for prolonged periods while working on a computer
Ability to maneuver throughout the property to support photo shoots, event activations, and team meetings

Nice To Haves

Familiarity with AI-driven personalization and marketing automation technologies preferred
Gaming or hospitality industry experience preferred

Responsibilities

Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and promoting our values.
Perform responsibilities in accordance with all Graton Resort & Casino standards, policies, and procedures.
Lead and continuously enhance the end-to-end digital guest experience across the mobile app, website/player portal, mobile web, social gaming platforms, kiosks, service windows, on-property promotions, mobile ordering, valet systems, and integrated digital payment solutions from a guest-first perspective.
Own experience strategy and optimization for advanced digital features, including promotional drawings, personal progressive jackpots, virtual host functionality, on-property promotional execution, and social gaming initiatives to drive adoption and engagement.
Identify friction points, usability gaps, and opportunities across the full digital and on-premise guest journey, ensuring a seamless, intuitive, and consistent experience across all platforms and physical-digital touchpoints.
Evaluate and propose AI-driven and automation-based solutions to enhance personalization, engagement, operational efficiency, and on-property service delivery.
Assess emerging gaming, marketing, and fintech technologies, including vendor initiatives such as Marker Trax, Pavilion Payments, and related digital service partners to support innovation and competitive advantage.
Partner with IT and vendors to pilot, implement, and optimize approved technology enhancements across digital and on-property systems.
Lead digital messaging strategy and continued optimization across platforms, including: a. In-app messaging / push notifications b. SMS / RCS communications c. Email delivery performance and optimization
Align messaging strategy with Rewards segmentation and player lifecycle initiatives across digital and on-property interactions.
Collaborate with Marketing and Content teams to ensure brand consistency, compliance, and effectiveness.
Partner closely with Database and Rewards teams to align digital experience with loyalty strategy, including service windows, kiosks, enrollment processes, drawings, and promotional workflows.
Work collaboratively with IT product managers, project managers, and business analysts to translate business objectives into actionable initiatives across digital and on-property environments.
Provide structured feedback and experience recommendations to vendors, contractors, and strategic partners.
Support feature testing, UAT participation, and launch readiness for digital and on-property technology initiatives.
Track engagement, feature adoption, operational efficiency, and guest feedback to inform ongoing improvements.
Provide leadership with insights, recommendations, and progress updates on digital guest experience initiatives and performance metrics.
This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform from time to time. Duties and responsibilities may be changed, expanded, reduced, or delegated by Management to meet the business needs of the property.