Sr. Manager, Customer Retention & Casino

Title: Sr. Manager, Customer Retention & Casino
Report to: Director of Customer Marketing

Job Description:

This position will be responsible for the development and execution of customer retention as well as casino customer retention marketing strategies for our client. In this function this position will be responsible for developing a customer segmentation strategy, including customers with propensity to gamble; identifying key customer insights that drive cruising and/or gaming behavior; and developing direct marketing programs that address the different customer stages in the cruise lifecycle. These programs will be designed to generate cruise bookings, as well as to increase onboard revenue, specially, casino revenues, and will have thorough testing plans in order to maximize ROI. The individual in this position will work in partnership with Database Marketing, Agency partners, and Corporate Casino department.

Key responsibilities for this position include:

Formulate and develop a Marketing Plan that contemplates different target segments and different stages in the cruise/gaming lifecycle, with appropriate messaging/offering strategy for each stage/segment. Evolve the existing retention programs to further maximize their ROI.

Responsible for identifying the casino target segment within the our clients past guest Database, develop a segmentation strategy for our client’s casino spenders, and articulate a communications plan to increase bookings and onboard casino spend. Responsible for understanding key performance indicators and campaign metrics in order to constantly optimize program performance. Responsible for campaign creative development; from Agency briefing, to creative approval. Formulate thorough test plans, including tiered offers for accelerated learnings.

Build relationships and work in partnership with Agency Partners, Database and Analytics team, Revenue Management and our client’s Corporate Casino Department.

Requirements

6+ years of direct marketing or loyalty marketing experience. Casino marketing and/or travel customer marketing experience preferred.

Demonstrated experience in development and execution of successful marketing programs, including market research experience.

Demonstrated customer marketing acumen: planning, customer segmentation, messaging, marketing communication, test set up, and analytics.

Strong communication, negotiating, and interpersonal skills with hands-on experience with partners, brokers and/or agencies.

Proven leadership skills: ability to articulate point of view and defend it, ability to influence without authority, ability to find creative solutions and sort through challenges to get projects going and successfully delivered/completed.

Self-starter and self-motivated; able to identify opportunities that support business objectives, to evaluate them and to implement them.

Impeccable analytics and project management skills.

Strong verbal and written communication skills. Presents concepts clearly and accurately and keeps others informed and up-to-date. Listens & probes.

High energy and ability to work well in a team, to shine as an individual and to maintain a sense of humor.

BA/BS degree required, with Marketing degree strongly preferred / MBA preferred MS

Office (Outlook, Excel, Word, Power Point)

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