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Position Summary:
The VIP Experience Executive is a high activity, production focused role responsible for driving player loyalty and revenue through consistent, proactive outbound communication. This individual utilizes high volume outreach via phone, email, and SMS to foster relationships with VIPs. The Executive, VIP Experience will be responsible for both the retention of active players, and the strategic reactivation of lapsed accounts. By delivering personalized services and executing standardized reinvestment, this role ensures a premium and cohesive experience that aligns with overall team strategy while maintaining strict fiscal discipline.
Primary Duties and Responsibilities includes but are not limited to:
Drive player retention and revenue growth by building and maintaining strong relationships with VIPs
Achieve rigorous daily, weekly, and monthly outbound call and email targets to maintain engagement
Deliver tailored service, promotions, and loyalty rewards through proactive communications to meet individual player needs
Maximize revenue by upselling promotions, new games, and site features during player interactions
Exercise strategic oversight of personal discretionary bonusing and player investment within departmental approved limitations
Provide Senior level team members with valuable account information to drive player value growth
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
Deliver high level player experiences through the coordination of exclusive events and hospitality
Contribute and represent Mohegan in the development of VIP acquisition events, promotions, and offers
Secondary Duties and Responsibilities:
Collaborate and work closely with internal departments within the Mohegan organization
Represent the company as a professional brand ambassador
Strictly adhere to all regulatory guidelines and Responsible Gaming protocols, monitoring accounts for signs of problem gambling to protect both the player and Mohegan
Serve as the voice of our players, gathering direct feedback from VIPs regarding platform issues, feature requests, and player insights
Minimum Education and Qualifications:
Bachelors’ Degree in Marketing, Information Systems, Business, or a related field
One year of iGaming experience in VIP roles
Two years’ experience of operation/customer service management in the iGaming industry or combined three years of experience involving guest contact in a high volume, complex casino environment, call center, or hospitality industry
Knowledge and understanding of casino games, sports, sports betting and other online gaming required
A strong negotiator and detail-oriented
Excellent written and verbal communication skills
Excellent organizational and multi-tasking skills
Zendesk experience preferred
Self-starter who can work effectively in fast paced environment
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 able to work various shifts and flexible hours with occasional travel required
Must be able to work a hybrid schedule (Mohegan…