OVERVIEW OF POSITION
The Marketing Manager manages the Marketing Department including Administration, Marcom, Events & Promotions, VIP Services, Rewards Club, Transportation, Business Development and CRM functions for all clubs. Manages the Club's reactive and proactive business development efforts. Implements the Clubs service strategy and applicable initiatives in all aspects of the business development process and focuses on building long-term, value-based customer relationships that enable achievement of the Clubs business objectives. Develops strong working relationships to proactively position and market the Clubs. Manages the marketing budget to enable development of Clubs specific campaigns, promotions and collateral to drive revenue and meet Clubs objectives. Develops and implements the Company strategies that deliver products and services to meet or exceed the needs and expectations of the Clubs target customer profile and provides a return on investment to the owner. Spearheads initiatives that not only drive the Clubs growth and brand visibility but also significantly enhance player engagement, loyalty, and satisfaction.
This role combines strategic business development, innovative marketing, and direct engagement strategies to ensure a premier gaming experience for all members.
KEY DUTIES AND RESPONSIBILITIES
Duties may include but not limited to:
- Manages marketing and rewards club activities
- Manages the development of a strategic account plan for the demand generators in the market.
- Manages the property's reactive and proactive business development efforts.
- Provides customer intelligence in evaluating the market and economic trends that may lead to changes in business development strategy to meet or exceed customer expectations.
- Researches competitor's business development team strategies to identify ways to grow the revenue and increase market share.
- Suggests innovative marketing ideas and develops deployment strategies to continue to grow market share.
- Serves as the business development contact for all the clubs.
- Serves as the business development contact for customers; serves as the customer advocate.
- Identifies public relations opportunities and coordinates activities to augment the overall marketing communication strategy.
- Supports the Management Board by coordinating crisis communications.
- Executes and supports the operational aspects of business (e.g., generating proposal, writing contract, customer correspondence).
- Develop new business relationships and maintain relationships with existing patrons through frequent personal contact in order to generate new and incremental gaming trips from high level guests.
- Monitors the effective resolution of guest issues that arise as a result of the business development process by creating mechanisms to channel issues to Clubs leadership and/or other appropriate stakeholders.
- Maintains successful performance by increasing revenues, controlling expenses and providing a return on investment for the owner.
- Implements the Clubs service strategy and applicable initiatives in all aspects of the business development process and focuses on building long-term, value-based customer relationships that enable achievement of the Clubs business objectives.
- Involves working with key internal stakeholders to design unique products, services, events and promotions leading to increasing Clubs revenues, market share gain, growing loyalty club rated revenues and increasing profitability through targeted campaigns and effective yield management.
- Builds a strong and respected Clubs rewards program with emphasis on building strong partnerships with others.
- Performs other duties, as assigned, to meet business needs.
Building Successful Relationships
- Develops strong partnerships with other organizations to further increase brand/product awareness.
- Develops and manages internal key stakeholder relationships.
- Develops strong community and public relations by maintaining property participation in local, regional and national tradeshows and client events.
- Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and monitoring their satisfaction during their game.
- Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the Clubs.
General Requirements
- May be called to deputies for the General Manager/ Deputy GM during leave of absence for annual, long service or educational leave.
- Attends regular management meetings.
- Be assigned, from time-to-time to special projects that are being undertaken.
- Provides advice in conjunction with the General Manager/ Deputy GM on the development of the department's objectives, policies, and programs.
- Assists in appraising the department's activities - monitoring and evaluating performance
Position Guidelines
- Maintains high level of ethics, prudence, creativity, productivity and demonstrates a concern for the supervision and development of staff.
- Apprises Management Board of trends, changing circumstances and unexpected occurrences that could call for innovation or adaptation of the business development's strategic plan.
- Be responsible for maintaining high standards for all departmental employees.
- Oversees all programs, services, and activities to ensure that objectives are met.
- Maintains a comprehensive knowledge of operational procedures and principles used throughout the Gaming operation.
QUALIFICATIONS INCLUDE THE FOLLOWING:
- Bachelor's degree from college or university; and a minimum of 5-7 years experience in a comparable Casino/Club management position; or equivalent combination of education and experience.
- Excellent communication skills both written and oral. Ability to: read, analyze, interpret, and comprehend technical procedures, government regulations, business periodicals, instructions, and correspondence/memos; write reports, business correspondence and procedure manuals; effectively present information and respond to questions from groups of managers or staff, customers, and the general public.
- Must bring extensive existing player relationships (with significant high-level players) to this position that will forge new player relationships with the Clubs.
- Must have the ability to resolve stressful situations and must be able to make sound complimentary decisions based on tracked customer play.
- Must have the ability to resolve problems and conflicts in a diplomatic and tactful manner.
- Must demonstrate leadership and fairness in dealing with customers and employees; and possess the ability to instill a sense of pride and personal responsibility in staff.
- Analytical skill and customer service orientation required.
- Ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience within the Clubs.
- Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret a variety of technical and mathematical formulas.
- Ability to analyze and develop time lines, project resources, monitor and evaluate results.
- Ability to develop and implement policies and procedures.
- Ability to develop and implement training needs for employees.
- Knowledge of database software.
- Familiar with the CMS.
- Results oriented, hands-on professional with the ability to interact effectively with the public, staff, and colleagues.
- Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional demeanor.
- Ability to work flexible schedules, including nights, weekends and holidays is required.
- Excellent interpersonal, communication, team building, and problem-solving skills required.
- Must be self-motivated and able to work under pressure, handle situations in a timely manner, and work independently.
- Ability to perform multiple tasks in an efficient manner.
- Flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate.
- Incumbents must have a general knowledge of Microsoft Office Applications, the CMS applications and any other computer application as required to perform duties.
