Manager, Player Development & VIP - Casino & Sportsbook

PENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. From casinos and racetracks to online gaming, sports betting and entertainment content, we deliver the experiences people want, how and where they want them.

We’re always on the lookout for those who are passionate about creating and delivering cutting-edge online gaming and sports media products. Whether it’s through Hollywood Casino, theScore Bet Sportsbook, or theScore media app, we’re excited to push the boundaries of what’s possible. These state-of-the-art platforms are powered by proprietary in-house technology, a key component of PENN’s omnichannel gaming and entertainment strategy.

When you join PENN Entertainment’s digital team, you’ll not only work on these cutting-edge platforms through theScore and PENN Interactive, but you’ll also be part of a company that truly cares about your career growth. We’re committed to supporting you as you expand your skills and explore new opportunities.

With locations throughout North America, you can build a future at PENN Entertainment wherever you are. If you want to challenge conventions in gaming, media and entertainment, we want to talk to you.

About the Role

As a Manager, Player Development, you will work collaboratively with the Director of Player Development in identifying high value segment players, establishing personalized relationships, groom loyalty to our digital Sportsbook and iCasino operations, assist with expediting large deposits and withdrawals, and effectively bolster our high value segment’s lifetime value.  You will not only identify but build strong relationships with our VIPs and respond quickly to their needs and any issues that may arise. 

About the Work

• Responsible for developing strategic approaches with acquiring and onboarding new VIP accounts to theScore Bet
• Leads strategic direction for the regional VIP team to reach key VIP sales metrics, customer engagement, market share and net revenue
• Provides the Director of Player Development with KPI data reporting and reviews of individual hosts and associate performances within an assigned region
• Manage a portfolio of the most valuable users of theScore Bet.
• Identify potential VIP accounts while retaining and growing existing players.
• Develop and strengthens rapport with VIP players by exhibiting friendly and helpful services, to ensure repeat business.
• Responsible for achieving individual KPI based goals on a weekly, monthly, and quarterly basis.
• Monitor activity and profitability of all assigned VIP players.
• Implement strategies to earn a higher market share in our operating regions.
• Utilizes Sales Force (CMS) tracking for all patron's contacts, profile preferences, and tasks. Completes all Sales Force task assignments in a timely manner.
• Assist with planning, executing, and hosting in-person VIP events.
• Exceed departmental sales and growth goals.
• Provide professional representation on behalf of the company for all internal, external meetings, and events.
• Take the lead in resolving conflicts and complaints on behalf of the company in a reasonable and fair manner.
• Adhere to all corporate and local policies, procedures, and operating guidelines.
• Regularly communicate with Risk and Trade to help maximize the potential value of your portfolio.
• Successfully manage and assist with omnichannel bookings at our brick-and-mortar casinos.
• Develop and maintain relationships with brick-and-mortar player development teams and stakeholders.
• Occasional travel is required.
• Maintain the confidentiality of player information, including personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
• Perform any reasonable, temporarily assigned job duties outside the position's job description, where, in the company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service.

About You

• 5 years of VIP / Key Account Management or equivalent.
• Passionate and knowledgeable about American sports and American sports betting.
• Proven experience managing a portfolio of 100 clients.
• Ability to generate, maintain, and capitalize on a sustainable funnel of new business at a healthy rate.
• Strong understanding of key sports betting metrics from both a micro and macro perspective.
• Experience managing and mentoring a team of VIP hosts or equivalent.
• Optimistic and driven with a problem-solving attitude.
• Proven ability to successfully plan, execute and host in-person events with clients.
• Available to travel occasionally.
• Must have intermediate computer knowledge; MS Office (Word, Excel, and Outlook), Sales Force (CMS)
• Must have the ability to interact with guests, staff and colleagues and resolve problems/conflict in a professional manner.
• Must be able to maintain confidentiality.

#LI-REMOTE

Penn Interactive is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.Base pay is one part of the Total Rewards that Penn Interactive provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Penn Interactive provides best-in-class benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life.