Manager of Player Development

Summary

Join PENN Entertainment’s digital team as a Regional Manager of Player Development and collaborate with the Director of Player Development to identify high-value players, build relationships, foster loyalty to digital sportsbook and iCasino operations, expedite deposits and withdrawals, and enhance the lifetime value of high-value segments. You will cultivate strong relationships with VIPs, addressing their needs and resolving issues. This role involves developing strategic approaches for acquiring and onboarding new VIP accounts, leading the regional VIP team to achieve key sales metrics, providing KPI data reporting, managing a portfolio of valuable users, identifying and retaining players, and building rapport with VIPs. You will also be responsible for achieving individual KPI goals, monitoring player activity and profitability, implementing strategies to increase market share, utilizing Sales Force for tracking, assisting with VIP events, exceeding sales goals, providing professional representation, resolving conflicts, adhering to company policies, communicating with Risk and Trade, managing omnichannel bookings, and maintaining player confidentiality. Occasional travel is required.

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
• Oversee and supervise high level events designed for our top customers and oversee team members at said events
• 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

• Develop strategic approaches with acquiring and onboarding new VIP accounts to ESPN Bet, and Hollywood Casino
• Leads strategic direction for the regional VIP team to reach key VIP sales metrics, customer engagement, market share and net revenue
• Provides the Director of Player Development with KPI data reporting and reviews of individual hosts and associate performances within an assigned region
• Manage a portfolio of the most valuable users of ESPNBET/HWC
• Identify potential VIP accounts while retaining and growing existing players
• Develop and strengthens rapport with VIP players by exhibiting friendly and helpful services, to ensure repeat business
• Responsible for achieving individual KPI based goals on a weekly, monthly, and quarterly basis
• Monitor activity and profitability of all assigned VIP players
• Implement strategies to earn a higher market share in our operating regions
• Utilizes Sales Force (CMS) tracking for all patron's contacts, profile preferences, and tasks. Completes all Sales Force task assignments in a timely manner
• Assist with planning, executing, and hosting in-person VIP events
• Exceed departmental sales and growth goals
• Provide professional representation on behalf of the company for all internal, external meetings, and events
• Take the lead in resolving conflicts and complaints on behalf of the company in a reasonable and fair manner
• Adhere to all corporate and local policies, procedures, and operating guidelines
• Regularly communicate with Risk and Trade to help maximize the potential value of your portfolio
• Successfully manage and assist with omnichannel bookings at our brick-and-mortar casinos
• Develop and maintain relationships with brick-and-mortar player development teams and stakeholders
• Maintain the confidentiality of player information, including personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc
• Perform any reasonable, temporarily assigned job duties outside the position's job description, where, in the company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service

Benefits

• Day-one medical coverage
• 401(k) matching
• Annual performance bonus and equity package
• Paid time off is earned according to the local policy and increases with the length of employment