Player Development Manager

Catawba-Two-Kings-Casino; Kings Mountain (NC); On-site; USD 75,000 - 110,000; Full time

Job summary

Catawba Two Kings Casino is seeking a Player Development Manager to lead the PD Department, elevating VIP guest experiences and ensuring service excellence across all interactions.

You will coach the PD team, partner with Marketing to implement targeted VIP campaigns, monitor KPIs, and ensure compliance with gaming and company standards.

Qualifications

• Bachelor’s degree in marketing, Communications, or Business preferred.
• Minimum 4 years of supervisory/management experience in the casino industry.
• Experience as a Player Development Executive Host, PD management, or casino marketing management.
• Experience with CRM platforms and incentive plan development.

Responsibilities

• Oversee and manage the Player Development Department, ensuring a cohesive team environment.
• Train, mentor, and coach PD Team Members to achieve professional growth and enhance guest relationships.
• Work with Marketing leadership on departmental initiatives aligning with marketing strategy and property goals.
• Prepare and present KPI reports on VIP engagement, retention, and satisfaction.
• Ensure compliance with property, tribal, and regulatory guidelines and maintain integrity.

Skills

Leadership

Customer service

Communication

Budget management

Education

Bachelor’s degree in marketing, Communications, or Business

Tools

CRM platforms

Job description

Job SummaryCatawba Two Kings Casino is hiring a Player Development Manager to join our thriving team. This role will be responsible for overseeing the Player Development department, ensuring all PD Team members exceed high service standards, meet financial targets, and achieve performance goals. This role oversees the enhancement of VIP Guest experiences with elevating customer service, maintaining strong relationships with guests, and working closely with various departments to ensure a seamless and enjoyable experience. This role involves understanding marketing strategies and ensuring compliance with internal standards while fostering a positive work environment.Leadership & Staff Management:Oversee and manage the Player Development Department, ensuring a cohesive team environmentTrain, mentor, and coach player development Team Members to achieve professional growth and enhance customer relationship building skillsUphold and enforce property, tribal, and regulatory compliance standards within the departmentConduct regular pacing report updates, performance reviews, set clear objectives, and ensure measurable performance goals are metFoster a high-performance culture through continuous development and motivation of the teamServe as a Responsible Gaming Ambassador for the department with the ability to identify problem gamingCustomer Relationship Management:Serve as a primary ambassador for VIP customer relationships, ensuring exceptional service standards are consistently met.Build and maintain strong relationships with high-value players, ensuring a personalized and exceptional experience.Address customer feedback promptly, effectively resolving any issues to maintain a positive brand reputation.Collaboration with Marketing Leadership:Work with marketing leadership on departmental initiatives, ensuring alignment with the company’s marketing strategy and property goals.Function as a liaison between marketing and casino guests to expedite customer requests and ensure seamless coordination.Provide regular updates and reports to leadership and stakeholders on department performance, including pacing reports and measurable objectives.Collaborate with marketing to develop targeted VIP customer marketing strategies, promotional campaigns, and extraordinary events to enhance player loyalty and retention.Monitor and facilitate cross property bookings and experiencesPerformance Tracking & Reporting:Regularly track departmental goals and performance metrics, providing updates on progress to marketing leadership and Player Development TeamsPrepare and present detailed reports on key performance indicators (KPIs), including VIP player engagement, retention, and overall satisfaction.Monitor pacing and implement strategies to meet and exceed departmental objectives.Provide response rate tracking for Player Development eventsReview guest service activities and reports to improve personalized guest service operations.Training and DevelopmentTrain, Develop, and mentor new and existing Player Development Team MembersGuest Service Excellence:Provide outstanding customer service to both guests and employees by exceeding the company's mission, vision, and values.Coordinate guest itineraries with the Player Development and Marketing team before guest arrivals to ensure high service levels.Prepare guest lists and promotional manifests for successful guest service follow-through.Make recommendations for new amenities and presentation setups based on guest feedback and industry trends.Provide constructive feedback to marketing Team Members to enhance the guest experience and ensure satisfaction.Surveys & Guest Experience:Monitor and respond to player relationship and experience surveys to identify areas of improvement and develop solutions.Implement strategies to continuously enhance guest satisfaction and loyalty based on feedback.Maintain a positive work environment and ensure compliance with safety policies.Compliance & Integrity:Ensure compliance with all property, tribal, and regulatory guidelines, policies, and procedures.Uphold the highest standards of integrity and professionalism in all interactions, ensuring compliance with relevant gaming and hospitality regulations.Maintain confidentiality and ensure that proprietary information is protectedStay updated on industry trends and best practices to ensure the department maintains a competitive edge.Other duties as assigned.Minimum Qualifications:Education: Bachelor’s degree in marketing, Communications, or Business preferredExperience:Minimum of 4 years of supervisory/management experience required with in the casino industryMinimum 3 years’ Experience as a Player Development Executive Host, Player Development management, or casino marketing managementStrong knowledge of Casino Marketing concepts and procedures.Experience in assessing player ratings, and reinvestmentStrong sales skills and business acumenExperience with CRM platforms and incentive plan developmentClear understanding of comp policies and proceduresSkills & Abilities:Ability to assess player ratings and identify opportunities for enhancing guest relationships.Strong verbal and written communication skills with the ability to interact effectively with VIP customers, staff, and leadership.Ability to make complex decisions fairly and honestly.Understanding of Gaming Rules and Regulations.Strong problem-solving abilities with a customer-first mindset.Knowledge of competitive changes and industry trends.Ability to develop and maintain a positive work environment.Proven experience in budget management and ensuring departmental performance aligns with financial goals.Physical Requirements:Ability to lift to 30 lbs.Ability to work flexible hours, including evenings, weekends, and holidays as needed.Ability to work in a loud fast-paced environment (may occasionally be exposed to second-hand cigarette smoke).Ability to work quickly and efficiently in a demanding environment, under short-time constraints, and with established deadlines.Ability to travel for offsite events, meetings, and conferencesOccasional travel may be required.Constant standing, walking, bending, reaching, kneeling, squatting, pushing, and pulling.Visual acuity and hearingMust be able to work in all conditions, types of weather, hot, noisy, and smoky conditions.Ability to work a flexible schedule including extended hours, weekends, and holidays.Catawba Indian Nation exercises INDIAN PREFERENCENative American Indian preference shall apply to this position pursuant to the Indian Self-Determination and Education Assistance Act (24 U.S.C. 450, et seq.), 25 CFR 271.44 and other relevant laws (title 25, U.S. code, Section 472 & 473)