iGaming VIP Supervisor

DescriptionREPORTS TO:iGaming Manager SCOPE OF POSITION:Responsible for cultivating and maintaining positive relationships with high value (VIP) iGaming players. Examples of such duties include; issuing VIP specific bonuses and rewards, responding to player concerns/issues, monitoring and reacting to VIP play patterns, and coordinating with FireKeepers Player Development team for cross-over players. ESSENTIAL DUTIES AND RESPONSIBILITIES:The following is a list of the main duties and responsibilities. However, other duties may be assigned as deemed necessary by management. All duties must be performed in accordance with Tribal, Federal, and other applicable requirements, organizational specific policies, procedures and practices. Design Customer Relationship Management campaigns in marketing technology suite to increase VIP engagement and retention Analyze the effectiveness of VIP specific CRM campaigns and rewards, modifying as necessary to drive VIP profitability without overinvestment. Monitor play patterns of iGaming VIPs, assigning discretionary bonuses and play incentives as necessary. • Respond promptly and directly to player concerns raised to FKC marketing/iGaming team. Communicate directly with iGaming players electronically and via phone to handle incoming player concerns and requests. • Actively communicate and coordinate with FKC Retail Player Development team to ensure players that engage with both gaming verticals are suitably recognized and rewarded. • Act as intermediary between contracted Customer Service team and VIP players, expediting resolution of ongoing player disputes and issues wherever possible. Maintain working knowledge of entire suite of marketing/CRM tools leveraged by iGaming department. Ensures compliance with all policies and procedures. • Maintains the highest level of confidentiality. Responsible for maintaining a consistent, regular attendance record as outlined in the FireKeepers Casino Hotel Attendance Policy. Outstanding example of and a credit to FireKeepers Casino Hotel. MINIMUM REQUIRED QUALIFICATIONS:An applicant's education, training and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily. FireKeepers reserves the right to verify the sufficiency of a candidate's education, training and competencies through the interview process, testing and methods. The requirements listed below are generally representative of the education, experience, and skills and/or abilities required to enable one to successfully perform the essential duties and responsibilities: I can perform the essential functions of this job without accommodations • I can do this job with accommodations *supporting documentation will be required as pursuant to Tribal CodeProficiency in both written and verbal English communication is required. Three to five years of casino experience with at least one of those years spent in player development or marketing technology, two to three years of experience in casino player development, or two to three years of supervisory level experience in Customer Service. Established history of continued education and/or skill development. Capacity to quickly learn rapidly changing software suite. Advanced skills in Microsoft Office products, especially Excel. Strong organizational and interpersonal skills. Must be at least 21 years of age. GENERAL OR PREFERRED QUALIFICATIONS:Associates degree with two to three years of experience in casino player development, and established proficiencies in multiple marketing technology systems. LANGUAGE SKILLS:Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to read and communicate data tables, graphs and charts. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. MATHEMATICAL SKILLS:Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimal, and work with mathematics such as probability and statistical inference. REASONING ABILITY:Ability to define problems, collect data, establish facts, and draw conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. PHYSICAL & ENVIRONMENTAL DEMANDS:The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, a Team Member is regularly required to talk or to hear. The Team Member is also regularly required to stand, walk, sit, and use hands to handle or feel objects, tools or controls. A Team Member is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Work is performed throughout all areas of the facility where the noise level varies from quiet to loud depending upon business. INDIAN PREFERENCE Indian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens and other Native Americans. For purposes of this preference, NHBP law defines "Native American" as: (a) an enrolled member of any other federally-recognized Indian tribes; (b) an enrolled member of a Canadian Indian tribe or First Nation; or (c) an enrolled member of the Grand River Band of Ottawa Indians or the Burt Lake Band of Ottawa/Chippewa Indians. FireKeepers Casino Hotel reserves the right to make changes to the above job description as necessary.