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VIP Engagement Executive

Mohegan

Uncasville, Connecticut

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JOB DETAILS
SKILLS
Analysis Skills, Budget Management, Business Case, Casinos, Communication Skills, Conflict Resolution, Corporate Policies, Customer Relationship Management (CRM), Customer Training, Detail Oriented, Ecosystems, Editing, Event Management, Gaming, Hyperion Pillar, Information Technology & Information Systems, Internet Games, Leadership, Logistics, Marketing, Microsoft Office, Microsoft Product Family, Multitasking, Negotiation Skills, Organizational Skills, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Profit & Loss, Proofreading, Psychology, Real Estate Development, Regulations, Revenue Growth, Sales Management, Scripting (Scripting Languages), Service Delivery, Sports, Standard Operating Procedures (SOP), Team Player, Up-Selling, Writing Skills, ZenDesk
LOCATION
Uncasville, Connecticut
POSTED
5 days ago

JOIN OUR TEAM AND EXPERIENCE ENDLESS CAREER POSSIBILITIES   

IF YOU ARE AN EXISTING TEAM MEMBER, PLEASE CLICK THE FOLLOWING LINK TO BE TAKEN TO THE INTERNAL CAREER SITE: MOHEGAN INTERNAL CAREER SITE

Position Summary:

The VIP Engagement Executive serves as the premier digital brand ambassador and the high-touch, representative of our platform for our highest value players. Operating at the intersection of digital gaming and physical property experiences, this role is uniquely responsible for supporting the broader VIP team by leading the majority of in-person digital team VIP interactions. As a vital pillar of our omnichannel strategy, the VIP Engagement Executive seamlessly bridges the gap between digital activity and in-person experiences. This individual will work closely with both the digital VIP team as well as property player development groups to maximize player value and maintain brand continuity.

Primary Duties and Responsibilities includes but not limited to:

  • Proactively drive VIP retention and revenue growth by cultivating player relationships
  • Maintain a portfolio of up to 100 high-value players
  • Responsible for contributing to overall VIP team success by achieving growth in KPIs including, but not limited to: Retention, Revenue, Reinvestment, Deposits, and Active VIPs
  • Execute high-touch communication via phone, email, and text to deliver tailored service, bespoke promotions, and individualized rewards
  • Maximize player engagement by upselling site features, new game launches, and promotional offerings
  • Handle high-touch logistical inquiries and player assistance requests
  • Partner closely with the Sr. Executive, VIP Acquisition to evaluate potential event leads, coordinate introductions, and smoothly transition newly acquired players into the broader Mohegan ecosystem
  • Assist the VIP team with all property-side requests, logistics, and localized VIP arrangements
  • Deliver high level player experiences through the coordination of exclusive events and hospitality
  • Work with marketing to better understand VIP player behaviour through scripted questions and surveys
  • Analyze post-event player feedback and financial data to provide leadership with strategic insights and data-backed business cases for future proposals
  • Collaborate and work closely with internal departments within the Mohegan organization
  • Represent the company as a professional brand ambassador online, at the casino, on the phone, and at company sponsored off property events.
  • Exercise strategic oversight of personal discretionary bonusing and player investment

Secondary Duties and Responsibilities:

  • Strictly adhere to all regulatory guidelines and Responsible Gaming protocols, monitoring high-value accounts for signs of problem gambling to protect both the player and Mohegan
  • Serve as the voice of our top-level players, gathering direct feedback from our highest-level VIPs regarding platform issues, feature requests, and player insights
  • Manage discretionary reinvestment budgets for player acquisition and retention, ensuring all comps and bonuses are issued within departmental profitability guidelines

Minimum Education and Qualifications:

  • Bachelor's degree in Marketing, Education, Psychology or a related field.
  • Experience in online games or real money iGaming environments.
  • Three years of experience in VIP account management, customer relationship management, or a similar high-touch, revenue-driven role within iGaming, casino, or hospitality environments.
  • Demonstrated knowledge and understanding of casino games, sports, sports betting and other online casino games required.
  • Demonstrated experience managing high-value client portfolios and driving retention, revenue growth, and customer engagement.
  •  Self-motivated, outgoing personality with great relationship building skills
  • Conflict resolution in managing difficult personalities, being professional under pressure
  • Ability to educate customers on new products and services
  • Excellent written, verbal, and communication skills including public speaking
  • Excellent planning, organizational, and multi-tasking skills
  • Excellent editing and proofreading skills
  • A strong negotiator, problem solver, and attention to details
  • Advanced knowledge of Microsoft Office Suite products and applications
  • Zendesk experience preferred

Competencies: Incumbent will master the following competencies while in this position;

  • Adheres to compliance and workplace policies, standard operating procedures and jurisdictional regulations and laws
  • Ability to work independently and within teams

Training Requirements:

  • Certifications as required by Mohegan
  • Mohegan Corporate and departmental policies and procedures
  • Appropriate regulations that pertain to Mohegan Information Systems
  • Strong technical understanding of digital and mobile platforms and the ability to learn new applications

Physical Demands and Work Environment:

  • Fast-paced office work environment
  • Must be able to sit in front of a computer screen for extended periods of time
  • Must be available to work various shifts and flexible hours (Including nights and weekends) with occasional travel required
  • Must reside within Connecticut
  • This is a full-time in office position located at Mohegan Sun

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with this job. Mohegan reserves the right to make changes to the above job description whenever necessary.

Work Shift:

Regular

Knock, knock. Hear that sound? That's opportunity!

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Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.

About the Company

M

Mohegan

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