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Assistant Player Rewards Manager,… at Delaware North · Wheeling
Skills
Job Description
Delaware North Gaming is hiring an Assistant Player Rewards Manager to join our team at Wheeling Island Casino in Wheeling, West Virginia. The Assistant Player Rewards Manager will play a pivotal role in developing and managing our casino loyalty program, driving player engagement, satisfaction, and revenue growth. If you have a passion for guest engagement, enjoy collaborating with cross-functional teams, and thrive in a fast-paced gaming environment, apply now to join our team.
Additional Details: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
Wheeling Island Hotel-Casino-Racetrack in Wheeling, West Virginia, is a Delaware North-owned-and-operated regional gaming destination featuring 1,300 electronic gaming machines, 22 table games, live greyhound racing, and simulcast wagering. Wheeling Island also features a 151-room hotel, many dining options, and a 1,000-seat showroom.
Responsibilities:- 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.
- 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