Customer Engagement Manager (Las Vegas)

Caesars Sportsbook & Casino; Las Vegas (NV); Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

Caesars Sportsbook & Casino is seeking a Manager of Customer Engagement to lead the Service Recovery function. You will guide a team focused on recovering revenue opportunities created by customer friction across the lifecycle and work cross-functionally to improve the customer experience while driving revenue growth.

The role requires strategic leadership, strong analytics, and experience managing outbound engagement programs, with a focus on registration and deposit recovery, dormant

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years in customer operations, customer success, retention, account management, or customer service.
• 3+ years of leadership experience.
• Strong analytical and reporting capabilities.
• Experience managing outbound customer engagement programs.
• Gaming, sportsbook, casino, fintech, or digital platform experience preferred.

Responsabilités

• Develop and execute the Service Recovery strategy to maximize customer retention and revenue recovery.
• Lead a team of Supervisors and Service Recovery Specialists, providing coaching and performance management.
• Drive initiatives supporting registration recovery, KYC-to-deposit conversion, high-value prospect activation, failed deposit recovery, source-of-funds assistance, account recovery, and dormant player reactivation.
• Develop reporting and analytics to measure conversion, retention, and NGR performance.
• Partner with Customer Service, Analytics, VIP, CRM, Product, Payments, Fraud, Risk, and Marketing teams.
• Identify root causes of customer friction and implement process improvements.

Connaissances

Leadership

Analytical skills

Reporting

Outbound campaigns

Customer retention

Formation

Bachelor's degree or equivalent experience

Description du poste

Job Description

The Manager, Customer Engagement will lead Caesars' Service Recovery function, responsible for proactively identifying and recovering customer revenue opportunities created by friction across the customer lifecycle. This role oversees a team dedicated to customer outreach, player reactivation, registration completion, deposit recovery, account reinstatement, and retention of inactive customers. The Manager establishes strategy, operating model, performance metrics, and cross-functional partnerships to improve the customer experience while delivering measurable revenue growth.

Responsibilities

• Develop and execute the Service Recovery strategy to maximize customer retention and revenue recovery.
• Lead a team of Supervisors and Service Recovery Specialists, providing coaching and performance management.
• Drive initiatives supporting registration recovery, KYC-to-deposit conversion, high-value prospect activation, failed deposit recovery, source-of-funds assistance, account recovery, and dormant player reactivation.
• Develop reporting and analytics to measure conversion, retention, and NGR performance.
• Partner with Customer Service, Analytics, VIP, CRM, Product, Payments, Fraud, Risk, and Marketing teams.
• Identify root causes of customer friction and implement process improvements.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years in customer operations, customer success, retention, account management, or customer service.
• 3+ years of leadership experience.
• Strong analytical and reporting capabilities.
• Experience managing outbound customer engagement programs.
• Gaming, sportsbook, casino, fintech, or digital platform experience preferred.

Success Measures

• Revenue recovered and retained
• NGR contribution
• Recovery conversion rates
• Dormant customer reactivation rates
• Registration-to-deposit conversion rates
• Customer satisfaction performance
• Reduction of recurring customer friction points

About Us

At Caesars Digital, We Don't Just Play the Game - We Set the Standard.

As a proud part of Caesars Entertainment, the world’s premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence.

We believe every Team Member should be treated like royalty because We Are All Caesars. This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers.

From cutting-edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we’re building something extraordinary. And we want you to be part of it.

Ready to make your mark on the Empire?

Explore our open roles and discover how you can help shape the future of gaming.

Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.