Lead, Casino Rewards Program

Position Summary / Job Purpose:

The primary function of this role is to drive and maintain the loyalty and functionality of the Casino loyalty rewards program in all global markets. Responsibilities begin with the continuous evolution and enhancement of the casino program and loyalty benefits, developing our existing Casino VIPs and attracting new to brand and casino players into registered members. This role prepares and engages our onboard Casino teams, shipboard and shoreside, and Shoreside partners to ensure benefit fulfillment and execution. Continuous database cleansing is a vital aspect of this role, to ensure the accuracy of future marketing offers, guest communication and overall program growth, development and value. This individual will be the primary contact for all rewards related inquiries, enrollment, tier mapping, renewal, and system outage effects. This role will own the strategy and deployment of all casino loyalty rewards communications.

Essential Duties and Responsibilities:

• Ensures consistency fleetwide by distributing all Standard Operating Procedures (SOPs) and directives pertaining to the loyalty database. This includes the creation and implementation of fleet standards in SQM keeping it up to date with any additions and revisions.
• Acts as the primary contact for communication between shoreside team (Call Center, Casino Operations, Casino Marketing & VIP Support teams, Guest Communications), the onboard teams (Casino, Guest Services, Port Services, etc.) and direct guests. Casino loyalty rewards guest escalations are owned by this role. The role is responsible for disseminating all information regarding rewards program benefits and activities. This includes changes to benefits, system enhancements or new triggered marketing initiatives, as approved by shoreside Manager, Casino Marketing & VIP Services or Sr. Director Casino Marketing.
• Ensures all signage and onboard marketing collateral have been approved and are in brand compliance.
• Works in conjunction with Casino management to introduce new promotions and benefits to the program.
• Provides quarterly analytics on program performance in all areas to include, but not limited to, growth and value segmentation by tier, marketability, benefits performance and booking redemptions.
• Maintains and updates communications for the rewards program’s terms & condition in all regional markets, call centers and guest facing documents.
• Responsible to maintain the casino marketing suppression list of members.
• Strategically calendars communications to members regarding renewal, special offers, changes in programming in coordination with Casino Marketing department.
• Inventory management of Club supplies and promotional items shipside, shoreside and inventory management system, i.e. Crunchtime.
• Required to sail on vessels hosting Casino special events and tier specific group cruises to interact with Casino members and support the Casino Hosts onboard to execute planned programming for the events. Provides support to any and all Casino Marketing initiatives.
• Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Education, Experience, Knowledge & Skills:

• Bachelor’s degree in Business Management, Marketing, Administration or related field is preferred or work experience equivalent.
• Minimum of two years Casino Rewards/Loyalty Program experience required.
• CRM IT experience is also a plus.
• Experience with Casino rewards, reinvestment or other loyalty or membership programs.
• Solid mathematical skills and ability to compile and analyze casino data and financial performance reports.
• Superior communication and interpersonal skills, particularly in a multicultural environment with all levels of customers, staff, management, including cross departmental collaboration.
• Functional computer skills including Microsoft Office programs a must.
• Familiarity with Siebel, Salesforce, AS400 preferred.
• Read and write extensive and complicated procedures and instructions to ensure operational efficiency and excellence.
• Present extensive and complicated procedures and instructions either one to one or to large groups.
• Strong organizational and project management skills.
• Ability to problem solve and work under pressure. 
• Ability to multi-task efficiently.

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