Manager – Relationship Marketing
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Job Description
Manager of Relationship Marketing at BetMGM overseeing Executive Casino Host team. Driving growth, retention, and development of high-value VIP players within casino platform.
Responsibilities:
- Directly manage and lead the Executive Casino Host team, providing coaching, mentorship, and performance management.
- Establish clear goals and measurable objectives for the host team related to VIP acquisition, retention, and player value growth.
- Conduct regular performance reviews and provide ongoing feedback to ensure hosts meet departmental KPIs.
- Responsible for the hiring, training, scheduling, recognition, and disciplinary actions for Executive Casino Hosts.
- Foster a high-performance culture focused on exceptional VIP service and revenue growth.
- Execute the regional VIP comp strategy in accordance with internal policies and financial guidelines.
- Ensure comp distribution aligns with player value and supports long-term revenue growth.
- Monitor and manage VIP comp budgets to ensure proper controls and return on investment.
- Ensure all VIP host activities adhere to regulatory requirements, responsible gaming standards, and internal policies.
- Monitor host interactions with players to ensure ethical conduct and appropriate engagement practices.
- Escalate potential responsible gaming or compliance concerns to the appropriate departments when necessary.
- Establish and maintain strong working relationships with internal departments including Marketing, Customer Support, Payments, Fraud, and Compliance.
- Act as a liaison between VIP Operations and other departments to resolve operational challenges and enhance the VIP player experience.
- Support leadership in implementing strategic initiatives that impact VIP operation.
- Utilize reporting and data tools to support efficient daily operations and host team productivity.
- Ensure accurate documentation of player interactions, comps, and engagement activity within CRM systems.
- Identify opportunities to improve operational processes, host workflows, and player engagement strategies.
- Must be able to stand or sit and operate computers and other technological devices for extended periods of time.
Requirements:
- 5+ years of experience in casino, iGaming, or VIP player development, with at least 2 years in a leadership role.
- Strong understanding of VIP player lifecycle management and host relationship strategies.
- Proven ability to lead teams and achieve revenue and retention targets.
- Experience working with CRM platforms, analytics tools, and player reporting systems.
- Excellent communication, leadership, and problem-solving skills.
- Ability to manage high-value guest relationships in a professional and discreet manner.
- Strong analytical mindset with a data-driven approach to decision making.
- Knowledge of responsible gaming regulations and compliance requirements within the gaming industry.
- The ability to travel and attend off property events.
Benefits:
- Medical, Dental, Vision, Life, and Disability Insurance
- 401(k) with company match
- Pre-tax spending accounts including health care FSA and commuter savings
- Flexible paid time off
- Professional development reimbursement and ongoing skills training opportunities
- Employee resource groups
- Swag, ticket giveaways, and more!
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