Customer Development Director

MGM Resorts; Florida; Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Wellness programs

Exclusive discounts on hospitality,-d订

Complimentary parking

Comprehensive health and income-prote

Job summary

MGM Resorts seeks a Director of Customer Development in Florida to drive incremental visits from casino customers and deliver exceptional guest experiences. This role leads a team and partners with casino marketing and property leadership to execute strategies that reward loyalty and maximize revenue.

The ideal candidate brings 8+ years in casino marketing, strong financial acumen, and a proven track record of strategic leadership.

Qualifications

• Eight+ years in casino marketing with a track record of driving growth.
• Proven leadership and team mentoring capabilities.
• Strong collaboration with marketing executives and property leadership.

Responsibilities

• Determine and evaluate customers' casino activity to provide incentives and authorize allowances.
• Drive incremental business with a focus on inactive customers to grow the guest base.
• Authorize and grant marker limits to qualifying customers.
• Engage new and inactive customers to elevate player development.
• Make decisions on customer credit lines, allowances, and comps for profitability.
• Collaborate with Casino Marketing, Marketing Executives and property teams.
• Maintain confidentiality of guest information in line with policies.
• Oversee special events to promote marketing strategy and guest engagement.
• Attend Receivable Meetings and provide updates to Finance.
• Resolve customer disputes and complaints to the satisfaction of all parties.
• Frequent travel to meet existing customers.
• Ensure compliance with Title 31 and mandatory trainings.

Skills

Strategic leadership

Casino marketing

Team mentorship

Job description

US, Florida

The SHOW comes alive at MGM Resorts International

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.

THE JOB

It is the responsibility of the Director Customer Development to individually drive and/or assist the team to generate incremental visits from casino customers and provides excellent customer service. This individual is responsible for provides leadership directly or indirectly to the team. All duties are to be performed in accordance with MGM Resorts International policies, practices and procedures.

THE DAY-TO-DAY

• Determine and evaluate customers' casino activity to provide corresponding incentives and authorize or approve medium amount of allowance (room, food, beverage, events tickets, promo chips, free play, airfare, or discounts).
• Drive incremental business, with a focus on inactive customers and maintain customer base to support increasing the property's customer development efforts.
• Authorize and grant amount of marker authorization limits to qualifying customers.
• Demonstrate a player development skillset by engaging new and inactive customers.
• Makes critical business decisions regarding customer credit lines, allowances, and comps while managing customers to a profitable level.
• Work in conjunction with Casino Marketing, Marketing Executives and property personnel to assist and facilitate qualified in-house casino customers.
• Maintain highly confidential casino customer information by enforcing the privacy of all guests and limits requests for information about such guests in accordance with company policies.
• Assist in overseeing special event functions when appropriate to promote marketing strategy and greet customers.
• Attends quarterly Receivable Meetings to provide updates to the Corporate Finance group.
• Assists in overseeing all customer disputes and complaints are resolved to the satisfaction of the customer and the company.
• Increase in travel to meet existing customers.
• Comply with all laws, Title 31 and attend all mandatory compliance and training sessions.

THE IDEAL CANDIDATE

As the Director of Customer Development, the ideal candidate is a premier, highly strategic leader with over eight years of specialized experience in casino marketing and a proven track record of driving operational excellence.

This executive excels at personally cultivating high-value relationships while mentoring a high-performing backstage team to engage new and inactive players, generate incremental visits, and elevate the overall guest experience.

They possess strong financial acumen, with direct expertise in managing customer credit lines, authorizing markers, and balancing guest allowances against profitable business outcomes.

A decisive and resilient leader, they are adept at making critical, high-stakes decisions that protect the brand's interests while consistently delivering world-class hospitality and driving revenue growth.

Required to travel frequently.

THE PERKS & BENEFITS

• Comprehensive wellness programs designed to support employees' physical, mental, and emotional well-being.
• Exclusive access to company-sponsored discounts across hospitality, dining, retail, entertainment, travel, technology, and a wide range of partner offerings.
• Complimentary parking both during and outside of scheduled work hours.
• Competitive health, wellness, and income protection benefits for eligible employees.
• Ongoing professional growth and career development through leadership programs, learning opportunities, strategic networking, and community engagement initiatives.

Are you ready to JOIN THE SHOW ?