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Sr Mgr, Casino Marketing

Royal Caribbean Group

Royal Caribbean Group

Marketing & Communications
Miami, FL, USA
Posted on Saturday, April 27, 2024

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

Senior Project Manager, Casino Marketing plays a crucial role in planning, executing, and closing new projects to include all casino business segments. The role involves a wide range of responsibilities to ensure that a project is completed successfully, on time, and within budget. This role is responsible for sourcing, executing, and managing global casino initiatives to maximize net revenues and maintain a continuous operational workflow. In this role, it is the responsibility to manage key projects from inception to execution. The primary focus of this position is to oversee the management of the casino programming and processes that are integral to the various business segments. This position is accountable for the operational oversight of VIP Services and Casino Administration teams. The role of Sr Manager is responsible to engage and collaborate with other casino business segments of Casino Analytics and Operations, Casino Shipboard Marketing, Casino Call Centers, Player Development, Royal Reps and Partnerships. These responsibilities include, but are not limited to, implementation of all new and continual initiatives, structuring and development of department processes, communication support to all related business segments, Club Royale Rewards, special event calendar and execution and pre and post cruise guest experience. The success of this role will be measured by the achievement of annual Net Revenue targets, VIP satisfaction, NPS scoring, and the engagement and efficiency of the Casino VIP and Administration teams.

Essential Duties and Responsibilities:

  • Key relationship manager for all new casino marketing projects and partnerships.
  • Manages the day-to-day execution of casino initiatives and programming to ensure an optimal workflow.
  • Partners with Casino Analytics and Operations, Casino Shipboard Marketing, Casino Call Centers, Player Development, Royal Reps and Partnerships teams and IT for alignment and execution of all casino marketing initiatives.
  • Aligns Casino business alliance teams, domestic & international, to ensure operational consistencies.
  • Develops training guides and provides continuous training education to supporting team members.
  • Liaisons with Call Centers, Casino Business Segments, Operations and Onboard Teams to ensure consistent communication flow regarding new initiatives, business rules, technological developments.
  • Partners with the Casino Analytics team on Direct/Email campaigns, PCP and onboard Casino Marketing initiatives.
  • Responsible for the development, implementation, and management casino program process flows.
  • Assists in the creation and development of the Special Events calendar identifying future opportunities to drive and improve revenue growth while displaying creativity and development of unique to brand special events. Supports the execution of each event to include but not limited to, guest communication, event planning, shipboard communications and pre and post forma analytics.
  • Sources and negotiates with external vendors on, including but not limited to, promotional materials and shipments, vendor set up, invoicing and payment.
  • Liaison for Casino Redemption Tool vendor for enhancements, issuance and tracking redemption of all campaigns.
  • Responsible for the development and implementation of casino booking procedures and processes as it relates to the reservation and guest loyalty programs, casino yield and/or pricing and occupancy management.
  • Performs audits to ensure quality control and compliance on casino related process and reservation and loyalty systems.
  • Actions Medallia results to effectively manage cruise processes related to a seamless casino guest journey experience.
  • When appropriate, personally manages customer issues and escalations.
  • Directs VIP Services and Casino Administration on day-to-day task assignments.
  • Develops, implements, and manages SOPs, best practices and training manuals for VIP Services and Casino Call Centres.
  • Develops and implements training, enrichment and succession plans for direct reports and supporting teams.
  • Foster understanding and enthusiasm for how each team members contribution relates to key results of the company.
  • Coordinates team member travel for casino property and ship events,
  • Perform other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Qualifications, Knowledge & Skills:

  • Minimum of five years casino marketing experience
  • Minimum of three years front-of-house casino marketing experience
  • Management of team members is required
  • Minimum of two years leadership experience within a gaming, leisure, or hospitality
  • Knowledge of Casino Marketing and Guest Service techniques
  • Ability to compile, analyse and manage the financial aspects of a casino operation, including the successful identification of expense reduction through cost efficiencies and revenue growth
  • Ability to drive multiple initiatives simultaneously and sustain movement to completion
  • Knowledge of the principles of casino mathematics, including the calculation of theoretical loss
  • Knowledge of the principles and processes for providing customer and personal services including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques
  • Demonstrated leadership capabilities and effective verbal and written communications skills
  • Ability to manage the international staff in a positive and productive manner by motivating, developing and managing employees as they work
  • Knowledge of policies and practices involved in the human resources function
  • Ability to utilize and administer the disciplinary action process through coaching and counselling to improve performance or terminate employment
  • Ability to read, write and present extensive and complicated procedures
  • Ability to travel extensively, domestic and international, and work flexible hours
  • Working knowledge of computers, Internet access, and the ability to navigate within a variety of software packages such as Excel, Word, PowerPoint, database software or related programs

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.