Director of Player Development

Summary

Join PENN Entertainment, Inc., a leading provider of integrated entertainment, sports content, and casino gaming experiences, as a Regional VIP Manager. This role involves overseeing Player Development performance across online sportsbook and iCasino products in assigned regions, including VIP acquisition, retention, P&L, reinvestment, and market share expansion. You will directly manage and develop VIP Managers within your region, driving revenue, increasing the VIP database, and fostering growth in key markets. This position requires strong leadership, strategic thinking, and a deep understanding of the VIP market, along with excellent communication and data management skills.

Requirements

• At least 5+ years of gaming experience either online or with a brick-and-mortar casino
• At least 3+ years of management experience, with a proven track record of successfully managing a sales team and driving revenue
• At least 2+ years of experience with an online gaming operation
• Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management
• Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette
• Proficient in data management tools
• Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions
• Ability to develop, review, and comprehend player tracking screens, reports, and all other necessary information and documentation
• Ability to communicate effectively with external contacts and all levels of
• The ability to travel and attend both on and off property events throughout the United States and Canada
• Must be able to qualify for licenses and permits required by federal, state and local regulations
• MUST HAVE: Passion for sports, casino and/or sports & casino betting

Responsibilities

• Ownership and oversight of Player Development performance across all offered online sportsbook and iCasino products for all operating states and provinces within an assigned region (including, but not limited to - VIP acquisition, VIP retention, VIP P&L, VIP reinvestment, VIP market share expansion)
• Direct oversight and development of all VIP Managers within all operating states and provinces in an assigned region
• Directs the casino marketing function for PENN Interactive, focused on iCasino states
• Drives revenue, increases VIP database, and growth in key markets
• Leads strategic direction for the regional VIP team to reach key VIP sales metrics, customer engagement, market share, and net revenue
• Assists with development and enforcement of department processes and compliance initiatives that improve operations, efficiency, and service
• Provides the Vice President of VIP with high level KPI data reporting and reviews of individual manager, host, and associate performances within an assigned region
• Consistently keeps a high level of awareness of the VIP market offerings from competitors across the industry and leverages all relevant intel to acquire and maintain VIP wallet share within an assigned region
• Maintains an updated and high level of knowledge of all relevant details of front-end product and technology (including, but not limited to, new product offerings and releases, cashier options for financial transactions, rules of casino games offered and different bet types on the sportsbook, etc…) and keeps regional staff informed and educated on all relevant information in this aspect
• Assists with the creation of a steady top of funnel stream for new VIP business by generating opportunities that target relationships with potential high value players and social spaces
• Oversee all new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members within assigned region
• Utilizes daily reporting and analysis to make sound business decisions for an assigned region
• Assists the Vice President of VIP with the creation, implementation and adoption of all new department initiatives and policies, including, but not limited to - sales performance incentive programs for the entire regional team as well as individual employees within an assigned region
• Maintains constant and open communication with the Risk and Trading team, Responsible Gaming, Payment, and AML teams to make informed decisions as needed based on business
• Oversee and supervise high level events designed for our top customers and oversee team members at said events

Benefits

• Salary Range $118,000 — $130,000 USD
• Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience
• Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being
• Specific benefits—such as day-one medical coverage, 401(k) matching, annual performance bonus and equity package — depending on position
• Paid time off is earned according to the local policy and increases with the length of employment