Director Casino Marketing

Caesars Entertainment•Council Bluffs, IA

2d•Onsite

About The Position

Responsible for the marketing direction and management of the Senior Executive Hosts, VIP Hosts and National Casino Marketing. Drives Player Development efforts through prospecting programs targeting “new to property” VIP guests. Ensures performance standards are achieved with regards to operating procedures, internal audits, regulatory compliance, and budgeted expenses. Manages diverse sales force with the goal of motivating, inspiring, leading and developing the best Executive Hosts who are driven to provide the best customer service and build the best relationships with our VIP customers. Responsible for preparing the annual business plans and budgets to ensure the appropriate focus and resources are in place to target and grow the revenue contribution from our domestic and Asian executive host business channels. Plays an integral role in ensuring the proper VIP marketing programming is in place to solicit customer response, from telemarketing, to special events and direct mail. Ensures the team is properly and fully utilizing the contact management system and Salesforce tools developed to drive customer trips and gross gaming revenues from the hosted business channels. Controls expenses relative to plan, and sets policies that clearly communicates the reinvestment strategy and tactics targeted to hosted customer segments. Responsible for regularly monitoring the competitive environment locally, regionally and nationally to identify opportunities and potential threats to achieving the revenue plan and key business initiatives for the hosting departments. Makes adjustments accordingly and ongoing to the business in order to leverage the strengths of the property, the opportunities in Harrah’s/Horseshoe key competitive markets and to eliminate or minimize imminent competitive threats. Responsible for oversight of the NCM scheduling and procurement of associated airfare. Responsible for maintaining a growing National VIP program with capability to support and coordinate similar programs in cooperation with other Caesars properties. Must be able to build, maintain relationships and work closely with Branch Office and Independent Marketing Reps. Maintains high-level contact and rapport with Branch Office and Reps to ensure repeat business. Constantly looks for avenues to ensure unique and memorable events for NCM customers. Analyzes financial data and makes recommendations for maximized growth in load factor and theoretical per seat. Coordinates Service programs, activities, special events and databases with general VIP marketing programs and systems. Must be able to build, maintain relationships and work closely with other internal departments that play a vital role with NCM and VIP business. Achieves desired results in all areas of responsibility through staff development and training programs, established methods, procedures and guidelines to maintain desired standards, and high quality service. Then, monitors results through inspection, evaluation and analysis. Makes changes if necessary to achieve end result. Management accountability for all team members for day to day and long term operations to include hiring, training and developing employees which includes coaching, mentoring and appropriate performance management up to and including separation. Responsible for staffing and scheduling (planning, assigning and directing work) to meet business demands and ensure customer satisfaction. Leads an organization with methods and actions that are ethical and in full compliance with all applicable laws, regulations, and Company policies. Identifies compliance risks and takes actions necessary to eliminate or minimize risks. Champions, within the organization, a commitment to honesty, integrity, and responsible corporate behavior. Creates a compliance culture within the organization and fosters an environment where employees feel comfortable reporting potential violations or misconduct. Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy. Presents oneself as a credit to the Company and encourages others to do the same. Performs all other related and compatible duties as assigned.

Requirements

Experience of 5-7 years in the gaming industry, with at least 3 years managerial or supervisory experience in Casino Marketing or Marketing, preferably within the Casino industry working for a large-scale business with extensive multi-channel marketing and national reach.
Must possess excellent communication skills, particularly those skills needed to resolve complaints from dissatisfied and upset guests and to effectively lead, motivate and develop a diverse workforce.
Good oral and written communication skills including tact when dealing with difficult customers, must be fluent and literate in English.
Must be proficient with customer contact systems (CMS) and Salesforce/SMART to support team and increase profitability and efficiency.
Must be able to manage multiple objectives and tasks simultaneously, and continually assess and re-set priorities.
Must be able to get along with co-workers and work well as an inspirational team leader.
Must present a well-groomed, professional appearance.
Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business
Ability to communicate across all levels of the organization and within the sales process.
Ability to think independently in making decisions to maximize customer service experience and program profitability.
Must be a self starter and motivator and capable of working at times without constant direction.

Nice To Haves

College degree preferred.

Responsibilities

Directs the development of strategic and annual business plans for increasing VIP and hosted revenue from the different hosting business channels.
Responsible for the implementation and execution of these business plans in order to achieve desired revenue and profitability results.
Responsible for creating a “sales” oriented culture and environment that promotes increasing customer trips and driving VIP gross gaming revenues, teamwork, and unparalleled customer service and relationship building with our VIP and hosted customer segments.
Ensures performance standards are achieved with regards to operating procedures, internal audits, regulatory compliance, and budgeted expenses.
Responsible for preparing the annual business plans and budgets to ensure the appropriate focus and resources are in place to target and grow the revenue contribution from our domestic and Asian executive host business channels.
Responsible for oversight of the NCM scheduling and procurement of associated airfare.
Responsible for maintaining a growing National VIP program with capability to support and coordinate similar programs in cooperation with other Caesars properties.
Analyzes financial data and makes recommendations for maximized growth in load factor and theoretical per seat.
Coordinate Service programs, activities, special events and databases with general VIP marketing programs and systems.
Achieves desired results in all areas of responsibility through staff development and training programs, established methods, procedures and guidelines to maintain desired standards, and high quality service.
Management accountability for all team members for day to day and long term operations to include hiring, training and developing employees which includes coaching, mentoring and appropriate performance management up to and including separation.
Responsible for staffing and scheduling (planning, assigning and directing work) to meet business demands and ensure customer satisfaction.
Lead an organization with methods and actions that are ethical and in full compliance with all applicable laws, regulations, and Company policies.
Identify compliance risks and take actions necessary to eliminate or minimize risks.
Champion, within the organization, a commitment to honesty, integrity, and responsible corporate behavior.
Create a compliance culture within the organization and foster an environment where employees feel comfortable reporting potential violations or misconduct.
Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
Presents oneself as a credit to the Company and encourages others to do the same.
Performs all other related and compatible duties as assigned.