Manager, Loyalty

MSC Cruises•Fort Lauderdale, FL

About The Position

The Manager of Loyalty is responsible for developing and executing strategies to maximize net revenues from the in-house (“House”) VIP customer database. Main activities will include casino marketing via database segmentation, execution of email and direct mail campaigns to House customers, special events, onboard offers, and support leadership in developing and implementing a casino loyalty program. Position will be the main liaison between Casino Analytics team, Marketing, VIP Services, and Operations to create an efficient and effective CRM program. The success of this role will be measured by the achievement of annual Net Revenue and bookings targets, House VIP satisfaction, and the engagement and efficiency of the CRM process.

Requirements

Minimum of five years casino marketing experience
Minimum of three years front-of-house casino marketing experience
Minimum of two years leadership experience within a gaming, leisure, or hospitality
Knowledge of Casino Marketing techniques
Ability to drive multiple initiatives simultaneously and sustain movement to completion
Exceptional analytical skills
Knowledge of the principles of casino mathematics, including the calculation of theoretical loss and customer reinvestment
Demonstrated leadership capabilities and effective verbal and written communications skills
Ability to collaborate with international team members in a positive and productive manner
Ability to read, write and present extensive and complicated procedures
Ability to travel extensively, domestic and international, and work flexible hours
Above average proficiency in navigating online tools and resource and software packages such as Excel, Word, PowerPoint, database software or related programs
Exceptional interpersonal, communication, presentation and listening skills, including the ability to adjust style to effectively interact with external customers as well as internal staff, Operations leadership and brand Executive management.
Strong internal drive, creativity and entrepreneurial mentality - with a demonstrated ability to identify opportunities and provide insight/recommendations on how to maximize those opportunities to build the business.
Ability to deliver a comprehensive business case or white paper
Exceptional ability to work independently, proactively, and collaboratively
Ability to solve interpersonal and operational issues- often “on the fly”
US Passport or US Permanent Resident

Responsibilities

Responsible for performance of Casino Marketing for the House program for MSC and develops, implements, and manages strategies to increase the frequency and overall value of sailings by House casino players
Leverage Casino Analytics to segment database and align most impactful offers, ensuring reinvestment targets and redemptions rates are met
Support team efforts to connect all required data and resource infrastructure for casino campaigns
Build relationship with Marketing to execute casino campaigns via the same processes as other brand campaigns
Share and implements best practices across global team
Serve as main liaison with marketing team to execute campaigns, including the development of compelling copy, branding, and creative for campaigns
Creates, develops and executes Special Events calendar, identifying future opportunities to drive and improve revenue growth while displaying creativity and development of unique to brand special events
Analyze the financial performance of campaigns and events and incorporate lessons learned into future campaigns
Support leadership in developing and launching global Casino Rewards/Loyalty Program, partnering with Data Analytics and rest of the Casino team
Support loyalty program processes, including onboard execution and annual renewal process
Partner with VIP Services to align campaign initiative call volume and handling
Partner with Analytics to create reporting and evaluation tools to drive business forward
Partner with VIP Services, Casino Operations and Marketing teams to execute special events
Present scope requirements to IT and other shared services to develop new tools and platforms to support initiatives
Delivers projects in a timely and cost-effective manner. Communicates clearly with all stakeholders shipboard and shoreside to ensure success.
Embraces and adheres to required quality standards and performance metrics, communicating openly and frequently and demonstrating integrity.
Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or senior leadership.