Player Development Manager

JOB RESPONSIBILITIES:

• Lead, supervise, hire, train, schedule, and develop the Player Development and Asian Marketing teams.
• Serve as a role model by fostering a culture of professionalism, accountability, and exceptional guest service.
• Coach, mentor, and develop Executive Hosts and Asian Executive Hosts to ensure adherence to company service standards and performance expectations.
• Clearly communicate departmental goals, performance expectations, and service standards while providing ongoing guidance and feedback.
• Address team member concerns and resolve workplace issues professionally, ensuring timely and effective follow-up.
• Maintain strict confidentiality regarding employee matters and sensitive departmental information.
• Ensure the consistent delivery of exceptional guest service across all areas of responsibility.
• Respond to, investigate, and resolve guest concerns and issues with professionalism, discretion, and adherence to established policies and procedures.
• Foster strong guest relationships through personalized service and proactive engagement.
• Ensure compliance with all company policies and procedures, Delaware Lottery Rules and Regulations, and all other applicable regulatory requirements.
• Handle confidential and sensitive information with integrity and discretion.
• Oversee departmental operations to ensure efficiency, consistency, and alignment with organizational objectives.
• Lead and develop Player Development initiatives to achieve targeted growth in player reinvestment, gaming revenue, guest engagement, and host productivity metrics.
• Collaborate with internal departments to communicate and execute special events, promotions, tournaments, drawings, and marketing programs.
• Assist with the planning, execution, and evaluation of marketing events and promotional activities as needed.
• Manage and administer Executive Host and Asian Executive Host incentive plans in partnership with Planning & Analysis and the Vice President of Marketing.
• Ensure adherence to approved marketing budgets and support pre- and post-event performance analyses.
• Provide operational support during events, promotions, tournaments, and drawings as necessary.
• Perform other duties as assigned.

• Bachelor's degree required.
• Minimum of five (5) years of progressive Casino Marketing experience required.
• Experience leading and developing high-performing teams preferred.
• Strong leadership, coaching, interpersonal, and guest service skills.
• Excellent verbal, written, and organizational skills.
• Proficiency in Microsoft Office Suite and Casino Marketplace systems.
• Ability to work independently with minimal supervision while also collaborating effectively across departments.
• Demonstrated ability to handle sensitive and confidential information with discretion.
• Strong problem-solving and conflict-resolution skills.
• Ability to comprehend, retain, and effectively execute written, verbal, and demonstrated instructions.
• Must be able to successfully complete the Delaware State Lottery background investigation and licensing process.
• Must be available to work a flexible schedule, including evenings, weekends, and holidays, based on business needs.
• Must be able to lift, push, and/or pull up to 50 pounds without difficulty.