Player Development Manager

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Marketing Regular Full-Time Lac Du Flambeau, WI, US

DEADLINE: OPEN UNTIL FILLED (Please note a resume is required)

SUMMARY: The primary responsibility of this position is to oversee, manage, coordinate, and develop the daily operations and strategic initiatives of Player Development and Players Club. This position is responsible for premier player relationship management, Host program performance, loyalty program operations, player acquisition and retention, guest service functions, and associated marketing and entertainment initiatives.

The Player Development Manager, reporting to the Director of Marketing, oversees Player Development and Players Club operations to ensure exceptional guest service, effective internal controls, and achievement of marketing objectives and property profitability goals.

• Oversees the daily operations of Player Development and Players Club, ensuring efficient workflows, consistent guest service, compliance with company policies and applicable gaming regulations, and adherence to established procedures and operational controls.
• Manages departmental personnel, including hiring, scheduling, performance evaluations, disciplinary actions, payroll oversight, training, and Team Member development. Provides leadership and direction to supervisors, Hosts, and Team Members across assigned operational areas.
• Oversees Player Development strategies, including premier player acquisition and retention, Host performance, player relationship management, database profiling, personalized recognition, and loyalty initiatives.
• Oversees Players Club operations, including membership services, player account inquiries, loyalty program transactions, point redemptions, inventory control, shift reporting, and resolution of service-related concerns.
• Manages associated guest service functions, including valet, transportation, bussing, box office ticket sales, and bus tour coordination, as applicable. Identifies opportunities to improve services, guest satisfaction, and visitation.
• Coordinates Player Development and Players Club participation in promotions, special events, entertainment, giveaways, direct mail, and other marketing initiatives in collaboration with the Director of Marketing and other departments.
• Monitors player activity, theoretical and actual play, player retention, promotional performance, and operational results. Works closely with database and promotions.
• Performs other duties as assigned.

Directly supervises assigned supervisory personnel and team leaders within Player Development and Players Club and indirectly supervises associated Team Members through established reporting relationships. Responsible for performance management, training, Team Member development, and maintaining operational and service standards.

Operates independently in managing daily operations under the direction of the Director of Marketing. Consults with the Director regarding significant operational matters, budgetary decisions, policy changes, and initiatives outside established authority.

• Internal: Frequent contact with executive leadership, management, marketing, slot, security and surveillance Team Members. Occasional contact with Team Members at all levels within all departments of the organization.
• External: Extensive contact with guests and visitors. Frequent contact with suppliers and sales representatives.

• Planning and Scheduling: Responsible for assisting in the maintenance of adequate Team Member levels ensuring that exceptional guest satisfaction standards are achieved. Is responsible for planning and scheduling own work activities.
• Budgeting and Forecasting: Is responsible for participating in the development and adherence to the Lake Club department budget, including forecasting and budgeting revenue and expenses.
• Responsibility for Establishing Objectives, Policies or Standards: Responsible for recommending and maintaining the Lake Club objectives, standards and policies and procedures for review by the Player Development Manager.
• Impact of Decisions: Decisions may create an impact on Lake Club, associate relations or management policies that may result in a diminishment of credibility, loss of guest or associate good will,…