Director Customer Development (MGM Springfield)

Location:
Springfield, Massachusetts

Become one of the stars behind The SHOW and become part of the world’s most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race.

POSITION SUMMARY:
It is the responsibility of the Director Customer Development to individually drive and/or assist the team to generate incremental visits from casino customers and provide excellent customer service. Responsible for providing leadership directly or indirectly to the team. All duties are to be performed in accordance with MGM Resorts International policies, practices and procedures.

POSITION RESPONSIBILITIES/DUTIES:
Determine and evaluate customers’ casino activity to provide corresponding incentives and authorize or approve medium amount of allowance (room, food, beverage, events tickets, promo chips, free play, airfare, or discounts).

Drive incremental business, with a focus on inactive customers and maintain customer base to support increasing the property’s customer development efforts.Authorize and grant amount of marker authorization limits to qualifying customers.

Demonstrate a player development skill set by engaging new and inactive customers.

Makes critical business decisions regarding customer credit lines, allowances, and comps while managing customers to a profitable level.

Work in conjunction with Casino Marketing, Marketing Executives and property personnel to assist and facilitate qualified in-house casino customers.

Maintain highly confidential casino customer information by enforcing the privacy of all guests and limits requests for information about such guests in accordance with company policies.

Assist in overseeing special event functions when appropriate to promote marketing strategy and greet customers.

Attends quarterly Receivable Meetings to provide updates to the Corporate Finance group.

Assists in overseeing all customer disputes and complaints are resolved to the satisfaction of the customer and the company.

Increase in travel to meet existing customers.

Comply with all laws, Title 31 and attend all mandatory compliance and training sessions.

Performs other job related duties as assigned.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

SUPERVISORY RESPONSIBILITIES:
May supervise others, oversee a department/regional office or have indirect authority on employees

EDUCATION and/or EXPERIENCE:
Required:
Minimum of seven (7) years of management experience within casino marketing.

Must be able to communicate effectively in English, in both written and oral forms.

Must be able to communicate effectively in the language from assigned region:

Far East Marketing – Mandarin and/or Cantonese etc.

Japan Marketing – Japanese

Latin America Marketing – Spanish and/or Portuguese etc.

Korea Marketing – Korean

India Marketing – Gujarati, Urdu and/or Hindi etc.

Europe/Middle East Marketing – French, Italian, Arabic, Farsi, German, and/or Turkish etc.

High School diploma or equivalent is required.

Proof of eligibility to work in the country located.

Preferred:
Bachelor Degree.

Previous experience working in a similar resort setting.

CERTIFICATES, LICENSES, REGISTRATIONS:
Valid Massachusetts Gaming Registration

KNOWLEDGE/SKILLS/ABILITIES:
Able to work in the fast pace environment.

Able to work as a team with co-workers.

Demonstrates Leadership attributes (competencies).

Demonstrates excellent customer service skills.

Demonstrates savvy interpersonal skills to effectively communicate with all business contacts.

Shows flexibility in working a variety of shifts.

Demonstrates and maintains a professional, neat and well-groomed appearance adhering to MGM Resorts International Marketing standards.

Able to travel domestically or internationally frequently to meet existing customer base and identify new patrons for the Company.

WORK SCHEDULE/HOURS:
Regular scheduled hours : Work Days: Varies Hours: Varies

Other – Must be flexible if needed for occasional work outside of normal business hours.

MGM Resorts International is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, MGM Resorts International will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.