VIP Experience Executive

Mohegan Digital; Mohegan (CT); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Mohegan Digital in Connecticut seeks a VIP Experience Executive to drive loyalty and revenue through high-volume outbound contact via phone, email, and SMS, building relationships with VIP players and reactivating lapsed accounts.

You will deliver tailored services, manage promotions and rewards within approved budgets, and collaborate with the VIP team to coordinate exclusive events while ensuring compliance and responsible gaming.

Qualifications

• Bachelor's degree in Marketing, Information Systems, Business, or related field.
• 1 year of iGaming VIP experience.
• 2 years in high-volume guest contact in casino, call center, or hospitality.
• Knowledge of casino games, sports betting, and online gaming.

Responsibilities

• Drive retention and revenue by building strong VIP relationships.
• Meet rigorous outbound targets via phone, email, and SMS.
• Deliver tailored promotions and loyalty rewards to VIPs.
• Upsell promotions, new games, and site features during interactions.
• Coordinate exclusive VIP events and hospitality to enhance player value.

Skills

VIP relations

Outbound communication

Customer service

Sales & upselling

Education

Bachelor's degree

Tools

Zendesk

Job description

JOIN OUR TEAM AND EXPERIENCE ENDLESS CAREER POSSIBILITIESIF YOU ARE AN EXISTING TEAM MEMBER, PLEASE CLICK THE FOLLOWING LINK TO BE TAKEN TO THE INTERNAL CAREER SITE: MOHEGAN INTERNAL CAREER SITEPosition Summary:The VIP Experience Executive is a high activity, production focused role responsible for driving player loyalty and revenue through consistent, proactive outbound communication. This individual utilizes high volume outreach via phone, email, and SMS to foster relationships with VIPs. The Executive, VIP Experience will be responsible for both the retention of active players, and the strategic reactivation of lapsed accounts. By delivering personalized services and executing standardized reinvestment, this role ensures a premium and cohesive experience that aligns with overall team strategy while maintaining strict fiscal discipline.Primary Duties and Responsibilities includes but are not limited to:Drive player retention and revenue growth by building and maintaining strong relationships with VIPsAchieve rigorous daily, weekly, and monthly outbound call and email targets to maintain engagementDeliver tailored service, promotions, and loyalty rewards through proactive communications to meet individual player needsMaximize revenue by upselling promotions, new games, and site features during player interactionsExercise strategic oversight of personal discretionary bonusing and player investment within departmental approved limitationsProvide Senior level team members with valuable account information to drive player value growthResponsible for contributing to overall VIP team success by achieving growth in KPIs including, but not limited to: Retention, Revenue, Reinvestment, Deposits, and Active VIPsDeliver high level player experiences through the coordination of exclusive events and hospitalityContribute and represent Mohegan in the development of VIP acquisition events, promotions, and offersSecondary Duties and Responsibilities:Collaborate and work closely with internal departments within the Mohegan organizationRepresent the company as a professional brand ambassadorStrictly adhere to all regulatory guidelines and Responsible Gaming protocols, monitoring accounts for signs of problem gambling to protect both the player and MoheganServe as the voice of our players, gathering direct feedback from VIPs regarding platform issues, feature requests, and player insightsMinimum Education and Qualifications:Bachelors’ Degree in Marketing, Information Systems, Business, or a related fieldOne year of iGaming experience in VIP rolesTwo years’ experience of operation/customer service management in the iGaming industry or combined three years of experience involving guest contact in a high volume, complex casino environment, call center, or hospitality industryKnowledge and understanding of casino games, sports, sports betting and other online gaming requiredA strong negotiator and detail-orientedExcellent written and verbal communication skillsExcellent organizational and multi-tasking skillsZendesk experience preferredSelf-starter who can work effectively in fast paced environmentCompetencies: Incumbent will master the following competencies while in this position;Adheres to compliance and workplace policies, standard operating procedures and jurisdictional regulations and lawsAbility to work independently and within teamsTraining Requirements:Certifications as required by MoheganMohegan Corporate and departmental policies and proceduresAppropriate regulations that pertain to Mohegan Information SystemsStrong technical understanding of digital and mobile platforms and the ability to learn new applicationsPhysical Demands and Work Environment:Fast-paced office work environmentMust be able to sit in front of a computer screen for extended periods of timeMust be able to work various shifts and flexible hours with occasional travel requiredMust be able to work a hybrid schedule (Mohegan Sun)This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with this job. Mohegan Digital reserves the right to make changes to the above job description whenever necessary.Work Shift:RegularKnock, knock. Hear that sound? That's opportunity!.Mohegan Sun practices Native American Preference in hiring. \"Native American\" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.