Assistant Player Rewards Manager

Pay

Minimum – Anticipated Maximum Base Salary: $49,500 – $66,800 / year

In addition to base salary, we offer an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. The advertised pay range represents what we believe at the time of this job posting, that we would be willing to pay for this position. Only in special circumstances, where a candidate has education, training, or experience that far exceeds the requirements for the position, would we consider paying higher than the stated range. Information on our comprehensive benefits package can be found at https://careers.delawarenorth.com/benefits/.

What we offer

At Delaware North, we care about our team members’ personal and professional journeys. These are just some of the benefits we offer: 

• Medical, dental, and vision insurance
• 401(k) with up to 4% company match 
• Annual performance bonus based on level, as well as individual, company, and location performance
• Paid vacation days and holidays
• Paid parental bonding leave
• Tuition and/or professional certification reimbursement
• Generous friends-and-family discounts at many of our hotels and resorts

What will you do?

• Lead a team within the Lucky North Rewards, providing guidance and motivation to achieve loyalty program goals. 
• Recruit, train, and mentor Players Club staff. 
• Ensure staff members are knowledgeable about the Players Club program, promotions, and customer service standards. 
• Conduct performance reviews and provide ongoing training to enhance team capabilities. 
• Address escalated customer issues and ensure quick and satisfactory resolution.
• Foster a positive and welcoming environment for Players Club members and team members. 
• Manage and optimize the casino loyalty program, ensuring alignment with business objectives and regulatory requirements. 
• Collaborate with marketing, operations, and other relevant departments to ensure a seamless customer experience.   
• Develop and implement strategic loyalty initiatives to enhance player retention and satisfaction. 
• Oversee the communication strategy for the loyalty program, ensuring clear and engaging messaging to players. 
• Stay informed about industry trends, gaming regulations, and advancements in loyalty program technologies. 
• Regularly analyze loyalty program performance, adjusting strategies as needed to achieve measurable results. 

More about you

• A minimum of two years of proven management experience in customer service or sales, preferably within casino operations or the hospitality industry.
• Strong leadership, organizational, and communication skills. 
• Proficient in data analysis and comfortable working with database systems. 
• Knowledge of gaming industry regulations and compliance are a plus. 
• Ability to work flexible hours, including evenings, weekends, and holidays. 
• Extensive experience in the casino and gaming industry with a proven track record in managing casino loyalty programs is a plus. 
• In-depth knowledge of player tracking systems, loyalty management platforms, and CRM tools specific to the casino industry are a plus. 
• Excellent written and verbal communication skills, with the ability to create compelling marketing materials. 
• Strategic mindset to develop and implement effective loyalty strategies aligned with casino business objectives. 
• Strong computer skills, including Microsoft Word, Excel, PowerPoint, and desktop publishing programs such as QuarkXPress, Photoshop, and Acrobat 
• Ability to obtain and maintain a state gaming license 

Shift details

Evenings
Overnight
M-F
Weekends