Customer Engagement & Revenue Recovery Manager

Caesars Sportsbook & Casino; Las Vegas (NV); On-site; USD 120,000 - 180,000; Full time

Job summary

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.

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.

Skills

Leadership

Analytical skills

Reporting

Outbound campaigns

Customer retention

Education

Bachelor's degree or equivalent experience

Job description

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