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Loyalty Program Operations Manager

2 months ago

Philadelphia, Pennsylvania, United States Rivers Casino Philadelphia Full time

Overview: Responsible for overseeing the operations of the loyalty program, ensuring a seamless experience for customers as they engage with various benefits and promotions. Acts as the primary marketing communications liaison, facilitating a clear understanding of the loyalty program for all patrons. Manages activities related to new membership sign-ups.

Engagement Philosophy:

We believe that employee engagement is crucial for fostering a positive culture and delivering exceptional guest service. Our team embodies the following principles:

  • Exhibit enthusiasm and maintain an open demeanor.
  • Initiate interactions with team members and guests to enhance service delivery.
  • Conclude conversations with a positive farewell.
  • Maintain a proactive approach to the property’s appearance.

Key Responsibilities:

  • Assist in formulating strategic objectives to increase new loyalty program sign-ups.
  • Coordinate daily operations and communications regarding offers and promotions to assist guests at the loyalty program desk and inform staff of monthly promotions.
  • Supervise the loyalty program team and manage all operational aspects.
  • Plan and schedule initiatives to effectively promote the loyalty program on the casino floor and during events.
  • Safeguard the confidentiality of customer information, discussing sensitive data only with authorized personnel.
  • Ensure the accuracy of the customer database by adhering to high standards of data entry.
  • Set departmental goals for email capture, aiming for an 85% success rate.
  • Collaborate with relevant departments to resolve guest issues satisfactorily.
  • Prepare internal communications to keep all teams informed about loyalty program benefits.
  • Continuously enhance service quality by analyzing feedback and data.
  • Coordinate periodic performance evaluations for loyalty program staff.
  • Serve as a resource for guest ambassadors and development teams by maintaining comprehensive knowledge of company offerings and events.
  • Investigate customer feedback and complaints thoroughly.
  • Gather insights from other leadership and marketing teams to implement best practices.
  • Assist with guest account reviews and complimentary services.
  • Ensure the team delivers efficient guest services while monitoring satisfaction and profitability.
  • Manage the departmental budget related to promotions and events.
  • Ensure compliance with all regulatory requirements, including state and federal laws.
  • Act as a role model and mentor, clearly communicating performance expectations to team members.
  • Perform additional duties as assigned.
  • Effectively communicate departmental goals and operations through various channels.
  • Collaborate closely with gaming and marketing teams to ensure smooth execution of events and promotions.
  • Prepare necessary administrative documentation for distribution.
  • Understand and manage exception reporting related to guest accounts and active memberships.
  • Maintain proper audit trails and ensure regulatory compliance.
  • Complete payroll tasks accurately and promptly.

Qualifications:

  • Bachelor's degree in marketing or a related field preferred, or a minimum of 3 years of experience in the casino industry.
  • Familiarity with casino management systems is advantageous.
  • Strong written and verbal communication skills.
  • Meticulous attention to detail.
  • Exceptional customer service and listening abilities.
  • Willingness to work flexible hours, including holidays.
  • Ability to obtain and maintain necessary licenses.

Physical and Mental Requirements:

  • Regularly required to see, speak, and hear; use hands for various tasks.
  • Frequently required to reach with hands and arms.
  • Proficient in using a computer and telephone.
  • Occasionally lift and/or move up to 10 pounds.
  • Able to collaborate with others while maintaining a professional demeanor.
  • Regularly required to stoop or kneel.