Job Description
Reporting to the Vice President of Casino Operations, the Director of Casino Marketing leads the development and execution of the property's VIP marketing strategy. This role drives exceptional service, hospitality, and relationship-based marketing to enhance loyalty, visitation, revenue, and profitability within the VIP customer segment.
The role is responsible for building and leading a high-performing team of casino hosts focused on guest engagement, retention, and revenue growth. In partnership with the Vice President of Regional Marketing and property leadership, this role develops and executes VIP-focused programs and experiences, including promotions, entertainment, VIP events, off-site activations, cross-property initiatives, and other marketing efforts designed to strengthen guest loyalty and increase visitation.
Essential Functions
- Develop and execute the VIP and Casino Marketing strategy to drive customer acquisition, loyalty, visitation, revenue growth, and profitability.
- Lead, coach, and develop a high-performing Casino Marketing and Player Development team, fostering a culture of accountability, collaboration, and exceptional guest service.
- Oversee the development and maintenance of the VIP customer marketing strategy that increases market share and profitability.
- Direct on-property and off-property relationship-building efforts, events, and experiences designed to strengthen customer engagement and loyalty.
- Partners with Marketing and Operations teams to develop and execute promotions, entertainment, events, and other strategic marketing programs.
- Ensure effective utilization of CRM tools, customer data, and analytics to support player development, personalized marketing, and revenue optimization.
- Establish departmental goals, key performance indicators, and reporting processes to measure program effectiveness and team performance.
- Manage departmental budgets and financial performance, including revenue, reinvestment, complimentary spending, and profitability targets.
- Analyze market trends, competitive activity, and customer insights to identify growth opportunities and inform strategic decision-making.
- Oversee the administration of player benefits, complimentary programs, credit-related processes, and VIP services in accordance with company policies.
- Develop programs and train Casino Marketing team on assisting customers with procedures for establishing check-cashing privilege, credit, and reservations as appropriate.
- Continuously evaluate and improve departmental processes, programs, and operational effectiveness to enhance the guest experience and business results.
- Ensure compliance with all gaming regulations, internal controls, company policies, and responsible gaming standards.
- Serve as a visible leader and ambassador for the property, promoting a culture of integrity, inclusion, innovation, and operational excellence.
- Perform other duties as assigned.
Knowledge, Skills & Abilities
- Must possess strong communication, leadership, organizational, and relationship-building skills.
- Ability to work independently and effectively manages multiple priorities in a fast-paced, dynamic environment.
- Ability to sit, stand, and walk for extended periods and move throughout all areas of the property, including stairways and escalators.
- Ability to lift, carry, push, pull, and move up to 50 pounds, and perform activities such as reaching, bending, twisting, stooping, and kneeling.
- Ability to respond appropriately to visual and auditory cues and communicate clearly and persuasively.
- Manual dexterity sufficient to operate a computer and standard office equipment.
- Ability to maintain composure and exercise sound judgment when addressing employee and guest concerns.
- Ability to work in environments with varying levels of noise, lighting, and dust.
- Must be available to work flexible schedules, including evenings, weekends, holidays, and special events as business needs require.
- Must be able to read, write, speak, and understand English.
Education & Experience
- Bachelor’s degree in Marketing, Business Administration, Hospitality Management, or a related field preferred.
- 7+ years of progressive leadership experience in casino marketing, VIP/player development, loyalty marketing, or a related hospitality or gaming environment.
- Proven success developing and executing VIP marketing strategies that drive customer acquisition, retention, loyalty, and revenue growth.
- Experience planning and executing promotions, special events, entertainment programs, and VIP experiences.
- Proven ability to analyze customer and financial data to identify opportunities, measure performance, and drive business results.
- Proficient in Microsoft Office Suite, including Excel, PowerPoint, Word, and Outlook; experience with casino management systems, CRM platforms, and marketing analytics tools preferred.
Required Certification/License
- Ability to obtain a Casino Gaming Employee (CGE) license within the State of Ohio.
