Director of Player Development

North Fork Mono Casino•Madera, CA

2d•Onsite

About The Position

The Director of Player Development provides strategic leadership and overall direction for the Player Development department. The role is accountable for casino revenue growth, player loyalty, and maximizing the value of the casino’s high-value guest portfolio. The Director develops and executes player acquisition, retention, and reinvestment strategies; establishes departmental vision, goals, performance standards, and operating strategies; and oversees VIP programs, player engagement initiatives, targeted promotions, and personalized guest experiences. The position leads and develops the Player Development team, partners with Marketing, Gaming Operations, Finance, and other departments, and ensures effective use of player data, resources, and budgets. The position reports directly to the VP of Marketing. The Director also oversees departmental staffing, budgets, forecasts, reinvestment strategies, comping policies, performance analysis, administrative functions, and operational controls. The role ensures compliance with applicable gaming regulations, internal controls, responsible gaming practices, and Company policies. Work is performed on site in Madera, California, and may include varied hours, overtime, evenings, weekends, and holidays.

Requirements

Bachelor’s degree in Marketing or a related field, or an equivalent combination of education and experience.
At least five years of Player Development management experience.
Must be at least 21 years of age.
Must be able to obtain and maintain a Gaming License from the Tribal Gaming Commission, including passing a background investigation.
Demonstrated executive-level leadership and strategic management capability.
Extensive knowledge of casino marketing, player development, VIP relationship management, casino operations, and revenue optimization.
Proven ability to develop and execute business plans that drive player acquisition, retention, gaming revenue, and profitability.
Strong financial acumen, including budgeting, forecasting, revenue analysis, player reinvestment, and return-on-investment evaluations.
Advanced analytical and problem-solving skills, including the ability to interpret player data, gaming trends, financial reports, and performance metrics.
Ability to lead, develop, motivate, and hold management teams and Team Members accountable.
Strong relationship-building, negotiation, communication, and interpersonal skills.
Ability to manage complex guest relationships, resolve escalated concerns, communicate difficult decisions, and de-escalate challenging situations professionally and discreetly.
Strong understanding of casino reinvestment strategies, player valuation, comping practices, promotional development, and loyalty program administration.
Ability to collaborate across departments and influence business decisions while balancing guest satisfaction, operational needs, and financial performance.
Proficiency in Microsoft Word, Excel, and Outlook, and ability to use casino management systems, player tracking systems, and business intelligence tools.
Ability to exercise discretion and maintain confidentiality when handling sensitive guest, financial, and business information.
Thorough understanding of applicable gaming regulations, internal controls, and responsible gaming practices.
Demonstrated experience using casino player tracking or CRM systems and interpreting player activity for development and retention.
Demonstrated experience working with high-value and VIP players in a casino environment.
Demonstrated ability to prospect for and acquire new players through proactive relationship development.
Ability to perform job-related functions requiring manual dexterity and to sit, stand, or walk for the duration of the shift.
Ability to perform duties involving standing, walking, lifting, reaching, pushing, pulling, and grasping.

Nice To Haves

Bilingual or multilingual abilities.

Responsibilities

Practice, support, and promote North Fork Mono Casino’s culture and demonstrate exemplary Service Standards.
Provide strategic leadership, direction, and oversight of the Player Development department in support of casino objectives, revenue targets, and long-term growth strategies.
Develop, implement, and evaluate strategies for acquiring, growing, retaining, and reactivating high-value casino guests.
Establish departmental goals, KPIs, performance expectations, and accountability measures.
Lead, develop, and mentor the Player Development leadership team and Team Members, including recruitment, succession planning, training, performance management, and professional development.
Build and maintain relationships with key casino players and high-value guests, providing personalized service and relationship management.
Oversee VIP programs, player recognition initiatives, exclusive events, targeted promotions, and customized guest engagement strategies.
Direct departmental budgets, forecasts, staffing plans, and reinvestment strategies.
Establish and oversee comping policies, reinvestment guidelines, promotional standards, incentive programs, and departmental procedures.
Analyze player worth, gaming activity, visitation trends, theoretical and actual revenue, reinvestment, and departmental performance to identify profitability and market-share opportunities.
Use player management systems, reporting tools, and business intelligence to assess performance, identify trends, and guide business decisions.
Collaborate with Executive Leadership, Marketing, Gaming Operations, Finance, and other departments to align strategies and maximize casino-wide revenue opportunities.
Evaluate the effectiveness and return on investment of player development initiatives, marketing programs, promotions, and special events, and make improvements as needed.
Establish service standards, operational procedures, and performance expectations that promote accountability, efficiency, and exceptional guest service.
Oversee departmental administration, including staffing, scheduling, budget management, reporting, and operational controls.
Ensure compliance with gaming regulations, internal controls, responsible gaming practices, and Company policies and procedures.
Represent the department in leadership meetings and strategic initiatives, communicating performance, opportunities, challenges, and recommendations.
Ensure staff payroll is completed and approved before the payroll deadline.
Perform other job-related duties as assigned.