Director of Casino Marketing Operations

Job Description

Manage the daily operations of marketing promotions and associated internal and external stakeholders to facilitate successful value added rated player promotional engagement. Manager, schedule, delegate to, hire and lead a team of Managers of Customer Experience to coordinate with and/or delegate to Purchasing, Advertising, Income Audit, Internal Audit, NYGC, Marketing Analytics, Player Development, Database Marketing, Digital AV, Players Club, Facilities, Slot Operations, Warehouse, and Security to ensure all aspects of promotions are communicated and attended to. Support with management of Player Development events, slot tournaments, table game tournaments, gift giveaways, retail shopping events, and all promotional kiosk promotional builds as needed. Disciplines employees and issues corrective actions. Under the direction of the Vice President of Casino Marketing, the Director of Casino Marketing Operations will also take ownership of maximizing the aggregate gaming activity of all rated players. This position will be measured and evaluated on their efforts, decision making, team management, contribution to organizational financial growth, specifically gaming revenue gained through invitation based and earn and get based promotional offer responses. Responsible for managing Managers of Customer Experience, including hiring, training, scheduling, payroll approval, discipline, and coaching. Responsible for generating a positive and friendly atmosphere and supporting staff as needed. Promotes excellent customer service and employee relations. Presents oneself in a neat and clean appearance at all times. Performs other duties as assigned.

Essential Functions

• Lead the execution of slot tournaments to maximize guest engagement when programmed.
• Works closely with the Manager of Players Club to ensure that Managers of Customer Experience and Players Club Floor Managers are cross trained to support each other’s daily missions if needed.
• Provide clear communication to all customer facing employees and departments to ensure promotional event knowledge and details are made available.
• Strategize, propose, implement, and execute promotions successfully within guidelines and regulations ensuring that all Rules & Internal Controls are drafted, reviewed, and published to the New York Gaming Commission.
• Operationalize the monthly promotions calendar to ensure necessary segments are targeted profitably to align with database, direct mail strategies, and overall RWNY marketing strategies.
• Draft, submit for approval, and ensure in house voice-overs are created to promote all promotions on property in coordination with the AV Manager.
• Submit all email, database, direct mail, and other advertising support needs in Bee Keeper or Lytho for creation, tracking, and approvals.
• In coordination with database marketing, ensure all promotional vouchers and Free Slot Play vouchers associated with promotions are built, and loaded in to the CMS and Promotional Kiosk system.
• Responsible for daily and weekly assessment and maintenance of all 40 Promotional Kiosks and 20 Enrollment Kiosks, including all paper stock, players card stock, user level service needs, and hands on coordination with IT and Vendor technicians to keep kiosks in service.
• Work with the Vice President of Casino Marketing to draft proposals to vendors for approval, and further submit PAFs to the New York Lottery after seeking initial approval from each vendor.
• Must retrieve pertinent information and metrics post-promotion from Database and Slot Departments to analyze success of vendor promotions to continue to receive funding for further yearly events.
• Responsible for submitting Red Rock orders for all necessary supplies, including printed Casino Marketing signs and prize boards.
• Manager the Casino Marketing Check shared checkbook.
• Submit invoice requests to accounting to ensure each vendor is invoiced for marketing support dollars after promotions are complete, and post event analyses are complete.
• Submit requests to cage management team for cash vouchers as needed as prizes or promotional awards, sign out, sign in, and account for distribution of cash vouchers.
• Must execute all promotions, drawings, and tournaments per audit and lottery regulations, and maintain a prize winners log signed by multiple stakeholders.
• Required to create monthly promotional witness calendar requests to submit to On-Site Lottery, Audit, and the Slot Department as needed.
• Must keep track of inventory of all promotional items, as well as cash prizes to submit to Internal and Income Audit on a monthly basis.
• Coordinates with purchasing to order monthly gifts, plan in-house dates and communicate with advertising all relative information of product. Information must be relayed to the Warehouse to ensure all items are scheduled to receive on time.
• Create and build of all monthly promotions through the EVERI PKMS and/or Trilogy Kiosk system.
• Evaluates event response rates through post-event reporting to optimize player engagement and profitability.
• Empowers Promotions & Players Club staff by providing relevant information and tools to help team members meet daily production goals.
• Ensures departmental policies are being adhered to.
• Helps to maintain promotions and office environment cleanliness and efficiency.
• Manages departmental payroll: reviews weekly timesheets, processes PTO requests, and tracks employee work time.
• Enforces all HR policies and issues disciplinary action as needed.
• Oversees training of all new staff and corrective training of existing staff.
• Disseminates relevant company information in a timely, efficient manner. Serves as department liaison in company meetings and training sessions.
• Fosters collaboration and motivates property operating teams to achieve results and exceed customer expectations.
• Makes management level financial decisions and is responsible for customer profitability.

Essential Requirements

Physical and Mental

Must be able to stand and walk the property for entire shift. Must be able to lift, unpack, move, stack, and retrieve individual and multiple items weighing 50 pounds. Must be able to listen to customer concerns and make reasonable decisions based on company policies and procedures. Must be able to analyze situations and handle in a calm and rational manner. Must keep a flexible work schedule, which include working nights and weekends. Must present oneself in a neat and clean appearance at all times. Must be able to work in a fast-paced, high volume, noisy environment with multiple distractions. Must be comfortable, proficient, and effective using property PA system to announce all promotional events and deliver pertinent information as requested by multiple Executive Management Team members when needed.

Knowledge/Work Experience

• Must be at least 21 years old, possess a high school or equivalent diploma and have the ability to obtain the appropriate license pursuant to the New York State Gaming Commission regulations.
• Bachelor’s Degree AND Four (4) years’ experience in a Marketing, Promotions Management, or Promotions Supervisory position, OR Eight (8) years’ experience in a Marketing, Promotions, or Promotions Management position, OR Twelve (12) years’ experience in a Marketing, Promotions, or Promotions Supervisory position within Resorts World.
• Experienced and proficient with DRS, PKMS, Red Rock, Microsoft Outlook, and MS Excel.
• Must have excellent PC, communication, and delegation skills.
• Must be a team player.

Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language a plus. Ability to write detailed instructions and correspondence. Ability to effectively present information in one-on-one and group situations.

Mathematical Skills & Reasoning Ability:

Ability to compute complex mathematical calculations. Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to decipher various reports and maintains reports upon request with strong decision-making and problem-solving skills. Ability to work well under pressure and deadlines.

Physical Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the Team Member is regularly required to talk or hear. The Team Member is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel

objects, tools or controls. The Team Member is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.

Work Environment:

The work environment characteristics described here are representative of those that must be met by Team Members while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment varies. When on the casino floor, the noise level increases to loud. Must be able to handle intoxicated guests in a professional manner.

Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying schedules to reflect the business needs of the property.

The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law. We welcome the strength of diversity in our workforce.