Epique Rewards Manager

Fond du Lac Band of Lake Superior Chippewa•Carlton, MN

7d•$57,499 - $64,687•Onsite

About The Position

The Epique Rewards Manager at Black Bear Casino Resort is responsible for overseeing the implementation, execution, coordination, and communication of casino programs and promotions. This role focuses on building a culture of intentional guest engagement, establishing and monitoring goals for the Epique Rewards program, and utilizing interactions as a marketing tool to increase awareness, engagement, and return visitation. The manager will also assist in developing training programs, identifying opportunities to increase guest loyalty, and monitoring, analyzing, and reporting on database and department performance. A key aspect of this role is improving player information by coaching staff on meaningful guest conversations and maintaining accurate player profiles. The manager will provide instructions, maintain records, supervise Epique Rewards staff, manage budgets, verify payroll, and ensure staff have the necessary information to perform their duties. They will also ensure staff understand and can communicate current marketing initiatives, maintain appropriate work attire, attend mandatory trainings, ensure confidentiality, and display a responsive and professional manner in all interactions. The role requires representing the Fond du Lac Band of Lake Superior Chippewa positively and professionally, maintaining proper attendance, and demonstrating flexibility in assuming additional responsibilities.

Requirements

2 years’ supervisory experience is required.
Ability to relate well with the public is required.
Ability to supervise and manage employees effectively is required.
Ability to communicate effectively orally and in writing is required.
Ability to work independently and establish priorities is required.
Attention to detail and accuracy is required.
Ability to establish professional and harmonious working relationships on all projects and with all parties involved.
Subject to drug and alcohol testing in accordance with the Fond du Lac Reservation’s Personnel Policies.
Subject to pre-employment and annual background checks.

Nice To Haves

Three years’ experience in marketing and/or promotions field in the gaming industry is preferred.
Bachelor’s degree in marketing, Business Administration or other closely related fields is preferred.
Skilled in developing directives, instructions, and procedures concerning the administration of a Épique Rewards department is preferred.

Responsibilities

Assist with the implementation, execution, coordination, and communication of casino programs and promotions.
Build a culture of intentional, meaningful guest engagement rather than simply completing transactions.
Establish and monitor goals for new Epique Rewards sign-ups, database growth, player information collection, and database accuracy.
Identify opportunities to use Epique Rewards interactions as a marketing tool to increase awareness, engagement, and return visitation.
Assist in developing training programs and coaching tools that strengthen customer service, communication, sales, and guest engagement skills.
Identify opportunities to increase guest engagement and loyalty by recognizing player needs, connecting guests with relevant property offerings, gathering feedback, and developing new approaches to encourage return visits and stronger relationships with BBCR.
Monitor, analyze, and report on database and department performance including new enrollments, active members, database growth, player information, employee performance, and other key performance indicators, providing actionable insights to Marketing and leadership.
Collect and improve player information by coaching staff to have meaningful conversations with guests, identify preferences and interests, maintain accurate player profiles, and capture information that can help BBCR better understand and market to its customers.
Gives oral and written instructions regarding guest services department projects and procedures.
Maintain records and filing system.
Creates department service standards and holds department employees accountable for performing established service standards.
Supervises all Épique Rewards staff to include the selection and retention of subordinates, approving and disapproving leave requests, evaluating performance, determining training needs, scheduling, disciplining, etc.
Provide regular reporting on database growth, sign-ups, player trends, engagement, and other key performance indicators.
Creates and maintains a working environment that ensures the highest levels of customer service.
Responsible for creating, monitoring and effectively managing department operating and capital budgets.
Verifies department payroll hours and makes appropriate corrections or changes.
Ensures that Épique Rewards employees have all necessary information required to adequately perform assigned tasks and duties.
Ensure Epique Rewards staff understand current marketing initiatives and can confidently communicate them to guests.
Appropriate work attire is required.
Must attend all mandatory department trainings.
Must attend all required Title 31 and/or SAR trainings.
Ensures confidentiality of financial records and all records for employees, band members and/or clients.
Displays a responsive and professional manner in promptly responding to all requests, complaints, and problems.
Recognizes that each employee is a representative of the Fond du Lac Band of Lake Superior Chippewa and is responsible for demonstrating courtesy, respect, and sensitivity to the needs of all others, including visitors and co-workers.
Represents the Fond du Lac Band of Lake Superior Chippewa and the department in a positive and professional manner in the community.
Required to maintain proper attendance including reporting to work on time in accordance with applicable policies.
Maintains a clean and organized work area.
Due to changes and modifications in the job from time to time, employees are required to be flexible and assume other responsibilities assigned by management as deemed necessary.