Marketing Manager

OVERVIEW OF POSITION:

The Marketing Manager manages the Club’s Marketing Department. Manages the Club’s reactive and proactive business development efforts. Implements the Club’s service strategy and applicable initiatives in all aspects of the business development process and focuses on building long-term, value-based customer relationships that enable achievement of the Club’s business objectives. Develops strong working relationships to proactively position and market the Club. Manages the marketing budget to enable development of Club’s specific campaigns, promotions and collateral to drive revenue and meet Club’s objectives. Develops and implements the Company strategies that deliver products and services to meet or exceed the needs and expectations of the Club’s target customer profile and provides a return on investment to the owner. Spearheads initiatives that not only drive the Club's growth and brand visibility but also significantly enhance player engagement, loyalty, and satisfaction.

This role combines strategic business development, innovative marketing, and direct engagement strategies to ensure a premier gaming experience for all members.

KEY DUTIES AND RESPONSIBILITIES:

Duties may include but are not limited to:

Managing business development & marketing activities

• Manages the development of a strategic account plan for the demand generators in the market.

• Manages the property's reactive and proactive business development efforts.

• Provides customer intelligence in evaluating the market and economic trends that may lead to changes in business development strategy to meet or exceed customer expectations.

• Researches competitor’s business development team strategies to identify ways to grow the revenue and increase market share.

• Suggests innovative marketing ideas and develops deployment strategies to continue to grow market share.

• Serves as the business development contact for the General Manager.

• Serves as the business development contact for customers; serves as the customer advocate.

• Identifies public relations opportunities and coordinates activities to augment the overall marketing communication strategy.

• Supports the General Manager by coordinating crisis communications.

• Executes and supports the operational aspects of business (e.g., generating proposal, writing contract, customer correspondence).

• Develop new business relationships and maintain relationships with existing patrons through frequent personal contact in order to generate new and incremental gaming trips from high level guests.

• Monitors the effective resolution of guest issues that arise as a result of the business development process by creating mechanisms to channel issues to Club’s leadership and/or other appropriate stakeholders.

• Maintains successful performance by increasing revenues, controlling expenses and providing a return on investment for the owner.

• Implements the Club’s service strategy and applicable initiatives in all aspects of the business development process and focuses on building long-term, value-based customer relationships that enable achievement of the Club’s business objectives.

• Involves working with key internal stakeholders to design unique products, services, events and promotions leading to increasing Club’s revenues, market share gain, growing loyalty club rated revenues and increasing profitability through targeted campaigns and effective yield management.

• Builds a strong and respected Club’s rewards program with emphasis on building strong partnerships with others.

• Performs other duties, as assigned, to meet business needs.

Building Successful Relationships

• Develops strong partnerships with other organizations to further increase brand/product awareness.

• Develops and manages internal key stakeholder relationships.

• Develops strong community and public relations by maintaining property participation in local, regional and national tradeshows and client events.

• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and monitoring their satisfaction during their game.

• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the Club.

KEY FUNCTIONS

Human Resource Development

• Takes an active interest in the operation department’s workforce, recruitment, training, development, and performance.

• Ensures efficient allocation of Staff Resources to satisfy demand, yet without incurring additional, unnecessary labor costs.

• Ensures all staff present themselves for work in the appropriate uniform and condition.

• Provides the necessary counselling and/or disciplining of staff as required.

• Ensures staff motivation and performance is of the highest priority.

Guest Comfort

• Ensures the highest levels of customer service and standards are always maintained.

• Approves the allocation and redemption of Guest Complimentary items as per Standard Operating Procedures.

• Handles and resolves all customer complaints and requests.

• Ensures guest comforts are provided to the highest standards.

• Ensures guest loyalty program are properly provided.

Business Development & Marketing Management

• Monitors business development and marketing performance and statistics to provide with the strategy to the General Manager for consideration.

• Ensures adherence to all Policies and Procedures.

Management Reporting

Responsible for Daily management reports including:

• Revenue Reports

• Marketing Communications Reports

• Rewards Club Reports

• All other material required to ensure an effective line of communication.

General Requirements

• May be called to deputies for the General Manager during leave of absence for annual, long service or educational leave.

• Attends regular management meetings.

• Be assigned, from time-to-time to special projects that are being undertaken.

• Provides advice in conjunction with the General Manager on the development of the department’s objectives,policies, and programs.

• Assists in appraising the department’s activities - monitoring and evaluating performance

Decision Making

• Devises solutions to operational issues to achieve goals and objectives.

• Has the authority to handle and decide on the most relevant course of action for a guest dispute as per Standard Operating Procedures.

• Identifies processes and procedures which require action to mitigate risk.

• Provides advice and an operational framework in relation to the running of the operation.

Problem Solving

Nature of Assignment – Work consists of broad functions and processes such as:

• Identifies and solves problems straight away with minimum of fuss and inconvenience to the guest.

• Planning and leading efforts to address issues in areas where precedents do not exist.

Position Guidelines

• Maintains high level of ethics, prudence, creativity, productivity and demonstrates a concern for the supervision and development of staff.

• Apprises the General Manager of trends, changing circumstances and unexpected occurrences that could call for innovation or adaptation of the business development’s strategic plan.

• Be responsible for maintaining high standards for all departmental employees.

• Oversees all programs, services, and activities to ensure that objectives are met.

• Maintains a comprehensive knowledge of operational procedures and principles used throughout the Gaming operation.

Personal Characteristics / Competencies

The characteristics of a successful Head of Marketing include strategy, analytics, sales, innovation, honesty, straightforwardness, integrity, accountability, leadership, and dedication. He/she must demonstrate excellent presentations skills, interpersonal relations skills, be a good communicator, be administratively competent and be able to communicate the department's vision.

• The opportunity to be an essential part of a groundbreaking venture in the luxury entertainment sector.
• A competitive salary and comprehensive benefits.
• Professional development in a fast-paced and innovative environment.

QUALIFICATIONS INCLUDE THE FOLLOWING:

• Bachelor’s degree from college or university; and a minimum of 5-7 years’ experience in a comparable Casino/Club management position; or equivalent combination of education and experience.

• Excellent communication skills both written and oral. Ability to: read, analyze, interpret, and comprehend technical procedures, government regulations, business periodicals, instructions, and correspondence/memos; write reports, business correspondence and procedure manuals; effectively present information and respond to questions from groups of managers or staff, customers, and the general public.

• Must bring extensive existing player relationships (with significant high-level players) to this position that will forge new player relationships with the Club.

• Must have the ability to resolve stressful situations and must be able to make sound complimentary decisions based on tracked customer play.

• Must have the ability to resolve problems and conflicts in a diplomatic and tactful manner.

• Must demonstrate leadership and fairness in dealing with customers and employees; and possess the ability to instill a sense of pride and personal responsibility in staff.

• Analytical skill and customer service orientation required.

• Ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience within the Club.

• Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Ability to interpret a variety of technical and mathematical formulas.

• Ability to analyze and develop time lines, project resources, monitor and evaluate results.

• Ability to develop and implement policies and procedures.

• Ability to develop and implement training needs for employees.

• Knowledge of database software.

• Familiar with the CMS.

• Results oriented, hands-on professional with the ability to interact effectively with the public, staff, and colleagues.

• Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional demeanor.

• Ability to work flexible schedules, including nights, weekends and holidays is required.

• Excellent interpersonal, communication, team building, and problem-solving skills required.

• Must be self-motivated and able to work under pressure, handle situations in a timely manner, and work independently.

• Ability to perform multiple tasks in an efficient manner.

• Flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate.