Digital Account Manager

The Digital Account Manager plays a pivotal role in building and strengthening relationships with lottery customers, supporting the goals of both Scientific Games and its customers. This position manages all aspects of the client relationship, ensuring effective use of Scientific Games’ interactive programs, such as players clubs and loyalty rewards initiatives. The role is responsible for the strategy, daily operations, and continuous improvement of loyalty initiatives, encompassing comprehensive planning, execution, financial management, analysis, and optimization.  The Digital Account Manager is essential in enhancing player engagement, managing operational efficiency, and delivering valuable insights that align with business and financial goals. Through collaboration and proactive engagement, the Digital Account manager drives mutual success for Scientific Games and the lotteries, while fostering long-term player loyalty.  

Key Responsibilities:  

• Relationship Management 
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• Serve as the primary liaison for lottery customers, developing and strengthening client relationships to ensure alignment with their objectives and enhance program success.  
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• Build trust and credibility with customers by understanding their unique business needs and tailoring loyalty program strategies accordingly.  
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• Actively communicate program performance, opportunities for improvement, and updates to stakeholders to ensure transparency and alignment.  
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• Facilitate open and proactive communication with both internal and external stakeholders, keeping them informed on program developments, performance, and new initiatives.  
• Program Strategy & Execution 
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• Develop and implement strategies that drive player engagement, increase participation, and meet key performance objectives.  
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• Collaborates with cross-functional teams to ensure seamless execution of program, promotions, and system enhancements. 
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• Continuously assess program effectiveness, refining approaches based on data insights and client feedback.  
• Operational Management 
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• Oversee daily operations, including overseeing account management processes, rewards fulfillment, and player support.
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• Coordinate with IT and support teams for ongoing platform maintenance and updates, minimizing downtime and enhancing user experience.  
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• Responsible for managing product and IT issues, including troubleshooting and coordinating timely resolutions with technical teams, which may require availability outside of standard business hours.   
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• Oversees product testing during releases to ensure smooth functionality and performance, which may require availability outside of standard business hours.   
• Financial Management 
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• Responsible for program financial performance, including budgeting, forecasting, cost management, and reporting to ensure fiscal responsibility and transparency.  
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• Manage program budgets, closely monitoring financial metrics and tracking expenses to ensure adherence to financial targets. 
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• Collaborate with finance teams to forecast program expenses, revenue, manage rewards liability, and maintain oversight of vendor costs to ensure alignment with budget goals.
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• Analyze financial reports and adjust program activities based on budget performance, in accordance with contractual requirements, providing regular financial updates to customers and internal stakeholders.  

Data Analysis & Reporting o    Track, analyze, and report on metrics and KPIs, providing actionable insights to stakeholders to improve program effectiveness.  o    Leverage data analytics to identify trends, optimize program elements, and make data-driven recommendations for improvements.  o    Work closely with lottery customers to assess program performance and inform the development of future campaigns.  o    Gather feedback from players and lottery customers to inform program enhancements and identify potential growth opportunities.  Qualifications: Education: Bachelor’s degree in Business Administration, Marketing, or a related field, preferred.  Experience: 5+ years of experience in loyalty program management, account management, or digital marketing, preferably within the gaming, lottery, or similar industries.  Skills: o    Strong project management and relationship-building abilities with a focus on operational and financial efficiency.  o    Proficiency in CRM systems and loyalty management platforms.  o    Excellent communication and organizational skills, with a client-focused approach.  o    Ability to work collaboratively across internal teams and with external partners.  o    Track record managing multiple projects simultaneously with a focus on deadlines, quality, and measurable outcomes.

• Preferred Qualifications: 
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• Lottery or gaming industry experience.
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• Experience in loyalty programs/marketing, player engagement, or customer experience management. 
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• Knowledge of interactive gaming solutions and digital loyalty platforms.  
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• Demonstrated success in optimizing program performance through data-driven insights.