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
Unit Description:
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.
Qualifications:
- 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