VIP Experience Executive

166_MS_Digital_Entertainment_Holdings_LLC MS Digital Entertainment Holdings, LLC; United States; Hybrid; USD 70,000 - 120,000; Full time

Job summary

Mohegan Digital is hiring a VIP Experience Executive to manage high-value players through proactive outbound communication. You will retain active players and reactivate lapsed accounts via tailored services, promotions, and loyalty rewards, while maintaining fiscal discipline.

The role emphasizes upselling site features and events, with a focus on strategic bonuses and KPI-driven growth within a fast-paced, hybrid work environment.

Qualifications

• Bachelors’ degree in Marketing, Information Systems, Business, or a related field.
• One year of iGaming experience in VIP roles.
• Two years’ experience in operations/customer service in iGaming or related high-volume setting.
• Knowledge of casino games, sports betting and online gaming.
• Strong negotiator and detail-oriented.
• Excellent written and verbal communication skills.
• Zendesk experience preferred.
• Self-starter in fast-paced environment.

Responsibilities

• Drive VIP retention and revenue through strong relationships with players.
• Meet rigorous outbound targets via calls and emails.
• Deliver tailored service, promotions, and loyalty rewards to VIPs.
• Maximize revenue by upselling promotions, new games, and site features.
• Exercise strategic oversight of discretionary bonuses within approved limits.
• Provide senior team with actionable account information to grow player value.
• Contribute to VIP team success by achieving KPIs like Retention and Revenue.
• Coordinate exclusive events and hospitality for VIPs.

Skills

VIP management

Outbound outreach

Customer service

Negotiation

Communication excellence

Education

Bachelor's degree in Marketing/IS/Business

Tools

Zendesk

Job description

JOIN OUR TEAM AND EXPERIENCE ENDLESS CAREER POSSIBILITIES IF YOU ARE AN EXISTING TEAM MEMBER, PLEASE CLICK THE FOLLOWING LINK TO BE TAKEN TO THE INTERNAL CAREER SITE: MOHEGAN INTERNAL CAREER SITE

Position 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 is not limited to:

• Drive player retention and revenue growth by building and maintaining strong relationships with VIPs
• Achieve rigorous daily, weekly, and monthly outbound call and email targets to maintain engagement
• Deliver tailored service, promotions, and loyalty rewards through proactive communications to meet individual player needs
• Maximize revenue by upselling promotions, new games, and site features during player interactions
• Exercise strategic oversight of personal discretionary bonusing and player investment within departmental approved limitations
• Provide Senior level team members with valuable account information to drive player value growth
• Responsible for contributing to overall VIP team success by achieving growth in KPIs including, but not limited to: Retention, Revenue, Reinvestment, Deposits, and Active VIPs
• Deliver high level player experiences through the coordination of exclusive events and hospitality
• Contribute and represent Mohegan in the development of VIP acquisition events, promotions, and offers

Secondary Duties and Responsibilities:

• Collaborate and work closely with internal departments within the Mohegan organization
• Represent the company as a professional brand ambassador
• Strictly adhere to all regulatory guidelines and Responsible Gaming protocols, monitoring accounts for signs of problem gambling to protect both the player and Mohegan
• Serve as the voice of our players, gathering direct feedback from VIPs regarding platform issues, feature requests, and player insights

Minimum Education and Qualifications:

• Bachelors’ Degree in Marketing, Information Systems, Business, or a related field
• One year of iGaming experience in VIP roles
• Two 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 industry
• Knowledge and understanding of casino games, sports, sports betting and other online gaming required
• A strong negotiator and detail-oriented
• Excellent written and verbal communication skills
• Excellent organizational and multi-tasking skills
• Zendesk experience preferred
• Self-starter who can work effectively in fast paced environment

Competencies:

Incumbent will master the following competencies while in this position; Adheres to compliance and workplace policies, standard operating procedures and jurisdictional regulations and laws Ability to work independently and within teams

Training Requirements:

Certifications as required by Mohegan Mohegan Corporate and departmental policies and procedures Appropriate regulations that pertain to Mohegan Information Systems Strong technical understanding of digital and mobile platforms and the ability to learn new applications Physical Demands and Work Environment:

Physical Demands and Work Environment:

Fast-paced office work environment Must be able to sit in front of a computer screen for extended periods of time Must be able to work various shifts and flexible hours with occasional travel required Must 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: Regular Knock, 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.

What began in 1996 as a gaming destination in southeastern Connecticut with a handful of Team Members has expanded into a premier entertainment enterprise with over 10,000 team members across the globe. What drives our success is the centuries-old philosophy of the Mohegan Tribe “The Spirit of Aquai”. Its principles of welcoming, mutual respect, cooperation and building relationships have shaped our culture, and serve as the foundation that we live by with every guest and team member interaction today, and for generations to come.