VIP Experience Executive

Mohegan Sun•Montville, CT

1d•Hybrid

About The Position

The VIP Experience Executive is a high-activity, production-focused role responsible for driving player loyalty and revenue through proactive outbound communication. The role builds relationships with VIPs through high-volume phone, email, and SMS outreach, focusing on retaining active players and strategically reactivating lapsed accounts. It delivers personalized service and standardized reinvestment to provide a premium, cohesive experience while maintaining fiscal discipline. The Executive contributes to VIP team growth across retention, revenue, reinvestment, deposits, and active VIPs. The position also coordinates exclusive events and hospitality, contributes to VIP acquisition events and offers, collaborates with internal departments, and represents Mohegan professionally. The role requires adherence to regulatory guidelines and Responsible Gaming protocols, including monitoring accounts for signs of problem gambling.

Requirements

Bachelor's degree in Marketing, Information Systems, Business, or a related field.
One year of iGaming experience in VIP roles.
Two years of operations or customer service management experience in the iGaming industry, or a combined three years of guest-contact experience in a high-volume, complex casino environment, call center, or hospitality industry.
Knowledge and understanding of casino games, sports, sports betting, and other online gaming.
Strong negotiation skills and attention to detail.
Excellent written and verbal communication skills.
Excellent organizational and multitasking skills.
Ability to work effectively in a fast-paced environment.
Ability to work independently and as part of a team.
Adherence to compliance and workplace policies, standard operating procedures, and applicable jurisdictional regulations and laws.
Strong technical understanding of digital and mobile platforms, and ability to learn new applications.
Certifications as required by Mohegan and completion of applicable corporate and departmental policies, procedures, and regulatory training.

Nice To Haves

Zendesk experience.

Responsibilities

Build and maintain strong relationships with VIPs to drive player retention and revenue growth.
Meet daily, weekly, and monthly outbound call and email targets.
Deliver tailored service, promotions, and loyalty rewards through proactive communications.
Upsell promotions, new games, and site features during player interactions.
Manage personal discretionary bonuses and player investment within approved departmental limits.
Provide senior team members with account information that supports player value growth.
Contribute to team KPI growth, including retention, revenue, reinvestment, deposits, and active VIPs.
Coordinate exclusive events and hospitality to deliver high-level player experiences.
Contribute to and represent Mohegan in the development of VIP acquisition events, promotions, and offers.
Collaborate with internal departments across the Mohegan organization.
Represent the company as a professional brand ambassador.
Follow regulatory guidelines and Responsible Gaming protocols, monitoring accounts for signs of problem gambling.
Gather VIP feedback about platform issues, feature requests, and player insights.