Player Development Manager

Lake of the Torches Resort & Casino•Lac du Flambeau, WI

10d

About The Position

The Player Development Manager oversees, manages, coordinates, and develops the daily operations and strategic initiatives of Player Development and Players Club. The role is responsible for premier player relationship management, Host program performance, loyalty program operations, player acquisition and retention, guest service functions, and related marketing and entertainment initiatives. Reporting to the Director of Marketing, the manager leads operations to support exceptional guest service, effective internal controls, marketing objectives, and property profitability goals. The position directly supervises assigned supervisory personnel and team leaders and indirectly supervises associated Team Members. It manages staffing, scheduling, performance, training, development, payroll oversight, departmental budgets and forecasts, and operational standards. The manager operates independently in managing daily work under the Director of Marketing and consults with the Director on significant operational matters, budget decisions, policy changes, and initiatives outside established authority. Work is performed primarily in an office, on the gaming floor, and in guest service areas. The role may involve exposure to spills, wet floors, or guest behaviors that create undesirable conditions, and requires walking, sitting, standing, bending, or lifting for extended periods. The manager must be able to obtain licensing from the Lac du Flambeau Tribal Gaming Commission and work irregular hours, evenings, weekends, holidays, and short-notice call-ins.

Requirements

Associate degree in marketing, business administration, hospitality management, or a related field; equivalent education and relevant experience may be considered in accordance with company policy.
At least five years of progressively responsible supervisory or management experience, including personnel management and program implementation.
At least five years of experience in casino marketing, Player Development, Players Club operations, or a related casino environment.
Strong leadership, communication, interpersonal, organizational, and time-management skills.
Demonstrated ability to manage multiple departments, develop Team Members, and maintain high guest service standards.
Knowledge of casino marketing, player development, loyalty programs, player tracking, and retention strategies.
Ability to analyze data, monitor performance, manage budgets, and recommend operational improvements.
Proficiency with computers, Microsoft Office, casino management systems, and related software.
Ability to resolve guest concerns, exercise sound judgment, manage competing priorities, and meet deadlines.
Ability to maintain confidentiality and handle sensitive information professionally.
Ability to work irregular hours, evenings, weekends, and holidays as business needs require, and to be available for short-notice call-ins.
Must be able to be licensed by the Lac du Flambeau Tribal Gaming Commission.
Must be able to walk, sit, stand, bend, or lift for extended periods.

Nice To Haves

Bachelor's degree in a related field is highly preferred.
Experience managing multiple work groups, casino loyalty programs, guest services, promotions, and player relationship marketing is strongly preferred.

Responsibilities

Oversee daily Player Development and Players Club operations, ensuring efficient workflows, consistent guest service, compliance with company policies and applicable gaming regulations, and adherence to procedures and operational controls.
Manage departmental personnel, including hiring, scheduling, performance evaluations, disciplinary actions, payroll oversight, training, and Team Member development; direct supervisors, Hosts, and Team Members.
Oversee Player Development strategies, including premier player acquisition and retention, Host performance, player relationship management, database profiling, personalized recognition, and loyalty initiatives.
Oversee Players Club operations, including membership services, player account inquiries, loyalty program transactions, point redemptions, inventory control, shift reporting, and service concern resolution.
Manage associated guest service functions, including valet, transportation, bussing, box office ticket sales, and bus tour coordination, as applicable; identify opportunities to improve services, guest satisfaction, and visitation.
Coordinate Player Development and Players Club involvement in promotions, special events, entertainment, giveaways, direct mail, and other marketing initiatives in collaboration with the Director of Marketing and other departments.
Monitor player activity, theoretical and actual play, player retention, promotional performance, and operational results; work closely with database and promotions.
Assist in maintaining adequate Team Member staffing and plan and schedule own work activities.
Participate in developing and adhering to the Lake Club department budget, including revenue and expense budgeting and forecasting.
Recommend and maintain Lake Club objectives, standards, policies, and procedures for review.
Maintain service and operational standards and manage performance, training, and Team Member development.
Attend mandatory meetings and participate in departmental training and development sessions.
Perform other duties as assigned.