About the Work

• Establish and maintain a portfolio of top tier VIP accounts
• Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs
• Contribute to process and compliance initiatives that improve operations, efficiency, and service and provide coaching to improve team performance
• Lead Host and Associate team reporting to the Regional Manager of Player Development with weekly updates and reviews of individual host and associate performance 
• Manage all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary.
• Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual
• Assist host and associate level employees with developing their relationships
• Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms
• Will communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members
• Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual
• Utilize daily reporting and analysis to assist with making sound business decisions
• Assist the Regional Director of Player Development with the implementation and adoption of all new initiatives and policies, including sales performance programs
• Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales.
• Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively
• Fully complies with and upholds company expectations including policies, procedures, department goals and business strategy
• Conducts themselves with the highest level of integrity and honesty
• Handles difficult customer interactions and situations in a calm, professional and reasonable manner
• Tasked with managing outbound initiatives to fill special events, while also participating in offsite marketing events
• Other duties as required.

About You

• At least 3 years of gaming experience either online or with a brick and mortar casino
• At least 1 year of experience with an online gaming operation
• At least 2 years of experience in a sales related role
• Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management
• Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette
• Proficient in data management tools
• Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions
• Ability to review and comprehend player tracking screens, reports, and all other necessary information and documentation
• Ability to communicate effectively with external contacts and all levels of employees.
• The ability to travel and attend both on and off property events throughout the United States and Canada
• Will attend high level events designed for our top customers with minimum supervision and oversee team members at said events
• MUST HAVE: Passion for sports, casino and/or sports & casino betting  

What We Offer

• Competitive compensation package
• Fun, relaxed work environment
• Education and conference reimbursements.
• Parental leave top up
• Opportunities for career progression and mentoring others

#LI-REMOTE

About the Role

• Create new business revenue by understanding, targeting and developing relationships with potential high value players.
• Successfully execute assigned key VIP sales KPIs.
• Manage all aspects of the relationship with players, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary.
• Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs.
• Maintain a personalized relationship with players, including having one to one knowledge of customer profiles such as playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual.
• Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms.
• Communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members.
• Utilize daily reporting and analysis to assist with making sound business decisions.
• Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales.
• Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively
• Fully comply with and uphold company expectations including policies, procedures, department goals and business strategy.
• Handle difficult customer interactions and situations in a calm, professional and reasonable manner.
• Work closely with VIP associates on upgrading potential VIP accounts to full VIP status.
• Work closely with VIP Executive Hosts on upgrading accounts to higher tiers.
• Conduct business with the highest level of integrity and honesty.

About You

• 1 - 2 years of gaming experience either online or with a brick and mortar casino.
• At least 1 year of experience in a sales related role.
• Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management.
• Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette.
• Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions.
• Ability to review and comprehend player tracking screens, reports, and all other necessary information and documentation.
• Ability to communicate effectively with external contacts and all levels of employees.
• The ability to travel and attend on and off property events throughout the United States and Canada.
• Will attend high level events designed for our top customers.
• Must be able to qualify for licenses and permits required by federal, state and local regulations.
• MUST HAVE: Passion for sports, casino and/or sports & casino betting.

#LI-REMOTE

About the Role

• Create new business revenue by understanding, targeting and developing relationships with potential high value players.
• Successfully execute assigned key VIP sales KPIs.
• Manage all aspects of the relationship with players, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary.
• Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs.
• Maintain a personalized relationship with players, including having one to one knowledge of customer profiles such as playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual.
• Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms.
• Communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members.
• Utilize daily reporting and analysis to assist with making sound business decisions.
• Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales.
• Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively
• Fully comply with and uphold company expectations including policies, procedures, department goals and business strategy.
• Handle difficult customer interactions and situations in a calm, professional and reasonable manner.
• Work closely with VIP associates on upgrading potential VIP accounts to full VIP status.
• Work closely with VIP Executive Hosts on upgrading accounts to higher tiers.
• Conduct business with the highest level of integrity and honesty.

About You

• 1 - 2 years of gaming experience either online or with a brick and mortar casino.
• At least 1 year of experience in a sales related role.
• Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management.
• Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette.
• Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions.
• Ability to review and comprehend player tracking screens, reports, and all other necessary information and documentation.
• Ability to communicate effectively with external contacts and all levels of employees.
• The ability to travel and attend on and off property events throughout the United States and Canada.
• Will attend high level events designed for our top customers.
• Must be able to qualify for licenses and permits required by federal, state and local regulations.
• MUST HAVE: Passion for sports, casino and/or sports & casino betting.

#LI-REMOTE

About the Role

• Create new business revenue by understanding, targeting and developing relationships with potential high value players.
• Successfully execute assigned key VIP sales KPIs.
• Manage all aspects of the relationship with players, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary.
• Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs.
• Maintain a personalized relationship with players, including having one to one knowledge of customer profiles such as playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual.
• Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms.
• Communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members.
• Utilize daily reporting and analysis to assist with making sound business decisions.
• Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales.
• Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively
• Fully comply with and uphold company expectations including policies, procedures, department goals and business strategy.
• Handle difficult customer interactions and situations in a calm, professional and reasonable manner.
• Work closely with VIP associates on upgrading potential VIP accounts to full VIP status.
• Work closely with VIP Executive Hosts on upgrading accounts to higher tiers.
• Conduct business with the highest level of integrity and honesty.

About You

• 1 - 2 years of gaming experience either online or with a brick and mortar casino.
• At least 1 year of experience in a sales related role.
• Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management.
• Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette.
• Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions.
• Ability to review and comprehend player tracking screens, reports, and all other necessary information and documentation.
• Ability to communicate effectively with external contacts and all levels of employees.
• The ability to travel and attend on and off property events throughout the United States and Canada.
• Will attend high level events designed for our top customers.
• Must be able to qualify for licenses and permits required by federal, state and local regulations.
• MUST HAVE: Passion for sports, casino and/or sports & casino betting.

#LI-REMOTE

About the Work

• Establish and maintain a portfolio of top tier VIP accounts
• Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs
• Contribute to process and compliance initiatives that improve operations, efficiency, and service and provide coaching to improve team performance
• Lead Host and Associate team reporting to the Regional Manager of Player Development with weekly updates and reviews of individual host and associate performance 
• Manage all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary.
• Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual
• Assist host and associate level employees with developing their relationships
• Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms
• Will communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members
• Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual
• Utilize daily reporting and analysis to assist with making sound business decisions
• Assist the Regional Director of Player Development with the implementation and adoption of all new initiatives and policies, including sales performance programs
• Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales.
• Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively
• Fully complies with and upholds company expectations including policies, procedures, department goals and business strategy
• Conducts themselves with the highest level of integrity and honesty
• Handles difficult customer interactions and situations in a calm, professional and reasonable manner
• Tasked with managing outbound initiatives to fill special events, while also participating in offsite marketing events
• Other duties as required.

About You

• At least 3 years of gaming experience either online or with a brick and mortar casino
• At least 1 year of experience with an online gaming operation
• At least 2 years of experience in a sales related role
• Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management
• Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette
• Proficient in data management tools
• Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions
• Ability to review and comprehend player tracking screens, reports, and all other necessary information and documentation
• Ability to communicate effectively with external contacts and all levels of employees.
• The ability to travel and attend both on and off property events throughout the United States and Canada
• Will attend high level events designed for our top customers with minimum supervision and oversee team members at said events
• MUST HAVE: Passion for sports, casino and/or sports & casino betting  

What We Offer

• Competitive compensation package
• Fun, relaxed work environment
• Education and conference reimbursements.
• Parental leave top up
• Opportunities for career progression and mentoring others

#LI-REMOTE

About the Role

As a Manager, Player Development, you will work collaboratively with the Director of Player Development in identifying high value segment players, establishing personalized relationships, groom loyalty to our digital Sportsbook and iCasino operations, assist with expediting large deposits and withdrawals, and effectively bolster our high value segment’s lifetime value.  You will not only identify but build strong relationships with our VIPs and respond quickly to their needs and any issues that may arise. 

About the Work

• Responsible for developing strategic approaches with acquiring and onboarding new VIP accounts to theScore Bet
• Leads strategic direction for the regional VIP team to reach key VIP sales metrics, customer engagement, market share and net revenue
• Provides the Director of Player Development with KPI data reporting and reviews of individual hosts and associate performances within an assigned region
• Manage a portfolio of the most valuable users of theScore Bet.
• Identify potential VIP accounts while retaining and growing existing players.
• Develop and strengthens rapport with VIP players by exhibiting friendly and helpful services, to ensure repeat business.
• Responsible for achieving individual KPI based goals on a weekly, monthly, and quarterly basis.
• Monitor activity and profitability of all assigned VIP players.
• Implement strategies to earn a higher market share in our operating regions.
• Utilizes Sales Force (CMS) tracking for all patron's contacts, profile preferences, and tasks. Completes all Sales Force task assignments in a timely manner.
• Assist with planning, executing, and hosting in-person VIP events.
• Exceed departmental sales and growth goals.
• Provide professional representation on behalf of the company for all internal, external meetings, and events.
• Take the lead in resolving conflicts and complaints on behalf of the company in a reasonable and fair manner.
• Adhere to all corporate and local policies, procedures, and operating guidelines.
• Regularly communicate with Risk and Trade to help maximize the potential value of your portfolio.
• Successfully manage and assist with omnichannel bookings at our brick-and-mortar casinos.
• Develop and maintain relationships with brick-and-mortar player development teams and stakeholders.
• Occasional travel is required.
• Maintain the confidentiality of player information, including personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
• Perform any reasonable, temporarily assigned job duties outside the position's job description, where, in the company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service.

About You

• 5+ years of VIP / Key Account Management or equivalent.
• Passionate and knowledgeable about American sports and American sports betting.
• Proven experience managing a portfolio of 100+ clients.
• Ability to generate, maintain, and capitalize on a sustainable funnel of new business at a healthy rate.
• Strong understanding of key sports betting metrics from both a micro and macro perspective.
• Experience managing and mentoring a team of VIP hosts or equivalent.
• Optimistic and driven with a problem-solving attitude.
• Proven ability to successfully plan, execute and host in-person events with clients.
• Available to travel occasionally.
• Must have intermediate computer knowledge; MS Office (Word, Excel, and Outlook), Sales Force (CMS)
• Must have the ability to interact with guests, staff and colleagues and resolve problems/conflict in a professional manner.
• Must be able to maintain confidentiality.

#LI-REMOTE

About the Role

As a Manager, Player Development, you will work collaboratively with the Director of Player Development in identifying high value segment players, establishing personalized relationships, groom loyalty to our digital Sportsbook and iCasino operations, assist with expediting large deposits and withdrawals, and effectively bolster our high value segment’s lifetime value.  You will not only identify but build strong relationships with our VIPs and respond quickly to their needs and any issues that may arise. 

About the Work

• Responsible for developing strategic approaches with acquiring and onboarding new VIP accounts to theScore Bet
• Leads strategic direction for the regional VIP team to reach key VIP sales metrics, customer engagement, market share and net revenue
• Provides the Director of Player Development with KPI data reporting and reviews of individual hosts and associate performances within an assigned region
• Manage a portfolio of the most valuable users of theScore Bet.
• Identify potential VIP accounts while retaining and growing existing players.
• Develop and strengthens rapport with VIP players by exhibiting friendly and helpful services, to ensure repeat business.
• Responsible for achieving individual KPI based goals on a weekly, monthly, and quarterly basis.
• Monitor activity and profitability of all assigned VIP players.
• Implement strategies to earn a higher market share in our operating regions.
• Utilizes Sales Force (CMS) tracking for all patron's contacts, profile preferences, and tasks. Completes all Sales Force task assignments in a timely manner.
• Assist with planning, executing, and hosting in-person VIP events.
• Exceed departmental sales and growth goals.
• Provide professional representation on behalf of the company for all internal, external meetings, and events.
• Take the lead in resolving conflicts and complaints on behalf of the company in a reasonable and fair manner.
• Adhere to all corporate and local policies, procedures, and operating guidelines.
• Regularly communicate with Risk and Trade to help maximize the potential value of your portfolio.
• Successfully manage and assist with omnichannel bookings at our brick-and-mortar casinos.
• Develop and maintain relationships with brick-and-mortar player development teams and stakeholders.
• Occasional travel is required.
• Maintain the confidentiality of player information, including personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
• Perform any reasonable, temporarily assigned job duties outside the position's job description, where, in the company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service.

About You

• 5+ years of VIP / Key Account Management or equivalent.
• Passionate and knowledgeable about American sports and American sports betting.
• Proven experience managing a portfolio of 100+ clients.
• Ability to generate, maintain, and capitalize on a sustainable funnel of new business at a healthy rate.
• Strong understanding of key sports betting metrics from both a micro and macro perspective.
• Experience managing and mentoring a team of VIP hosts or equivalent.
• Optimistic and driven with a problem-solving attitude.
• Proven ability to successfully plan, execute and host in-person events with clients.
• Available to travel occasionally.
• Must have intermediate computer knowledge; MS Office (Word, Excel, and Outlook), Sales Force (CMS)
• Must have the ability to interact with guests, staff and colleagues and resolve problems/conflict in a professional manner.
• Must be able to maintain confidentiality.

#LI-REMOTE

About the Role

We are looking for a VIP Associate for our northeast region to assist our VIP team to help build and maintain our Player Loyalty Retention Operations.  In this role, you will focus on helping expedite payments and withdrawals as well as outbound calls to our theScore BET players under the VIP mark. We are looking for someone who has a passion for sales and is hungry to engage more players to our various gaming platforms.

About the Work

• Communicate with VIPs in a professional manner
• Answers VIPs questions in a manner that reflects an understanding of the department and property in general
• Execute applying bonuses and expediting payments and withdrawals for players and VIP Host team players while adhering to all VIP policies and guidelines, including responsible gaming policies.
• Develop relationships and offer tailored rewards through regular correspondence
• Drive key VIP sales metrics, contributing to customer engagement, and net revenue.
• Research VIP competitor activity in each market
• Communicate different promotions that the sportsbook and casino is offering
• Demonstrate empathy and care with VIPs to ensure that their issues are resolved promptly and thoroughly
• Collaborate with the Marketing Team to identify who is a VIP player and who needs expedited service when requested
• In partnership with the CRM team identify unique and creative ways to establish value for high end players
• Complete applicable workflows to meet player satisfaction criteria
• Attend and assist with VIP events as needed
• Must be available nights, weekends and holidays as needed
• Perform other duties as assigned

About You

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Experience with sports betting, gaming economies, and player behavior strongly requested
• Some previous sales experience required
• Excellent relationship building skills
• Excellent problem-solving abilities
• Ability to travel (up to 50% of the time) to attend and assist with running VIP events
• Must be at least 21 years of age.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be able to qualify for licenses and permits required by federal, state and local regulations.
• Comfort working in a fast-paced, highly collaborative, and entrepreneurial environment.
• Willingness to travel and work nights and weekends.
• Passionate about providing top level service

#LI-REMOTE

About the Role

We are looking for a VIP Associate for our northeast region to assist our VIP team to help build and maintain our Player Loyalty Retention Operations.  In this role, you will focus on helping expedite payments and withdrawals as well as outbound calls to our theScore BET players under the VIP mark. We are looking for someone who has a passion for sales and is hungry to engage more players to our various gaming platforms.

About the Work

• Communicate with VIPs in a professional manner
• Answers VIPs questions in a manner that reflects an understanding of the department and property in general
• Execute applying bonuses and expediting payments and withdrawals for players and VIP Host team players while adhering to all VIP policies and guidelines, including responsible gaming policies.
• Develop relationships and offer tailored rewards through regular correspondence
• Drive key VIP sales metrics, contributing to customer engagement, and net revenue.
• Research VIP competitor activity in each market
• Communicate different promotions that the sportsbook and casino is offering
• Demonstrate empathy and care with VIPs to ensure that their issues are resolved promptly and thoroughly
• Collaborate with the Marketing Team to identify who is a VIP player and who needs expedited service when requested
• In partnership with the CRM team identify unique and creative ways to establish value for high end players
• Complete applicable workflows to meet player satisfaction criteria
• Attend and assist with VIP events as needed
• Must be available nights, weekends and holidays as needed
• Perform other duties as assigned

About You

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Experience with sports betting, gaming economies, and player behavior strongly requested
• Some previous sales experience required
• Excellent relationship building skills
• Excellent problem-solving abilities
• Ability to travel (up to 50% of the time) to attend and assist with running VIP events
• Must be at least 21 years of age.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be able to qualify for licenses and permits required by federal, state and local regulations.
• Comfort working in a fast-paced, highly collaborative, and entrepreneurial environment.
• Willingness to travel and work nights and weekends.
• Passionate about providing top level service

#LI-REMOTE

About the Role

We are looking for a VIP Associate for our northeast region to assist our VIP team to help build and maintain our Player Loyalty Retention Operations.  In this role, you will focus on helping expedite payments and withdrawals as well as outbound calls to our theScore BET players under the VIP mark. We are looking for someone who has a passion for sales and is hungry to engage more players to our various gaming platforms.

About the Work

• Communicate with VIPs in a professional manner
• Answers VIPs questions in a manner that reflects an understanding of the department and property in general
• Execute applying bonuses and expediting payments and withdrawals for players and VIP Host team players while adhering to all VIP policies and guidelines, including responsible gaming policies.
• Develop relationships and offer tailored rewards through regular correspondence
• Drive key VIP sales metrics, contributing to customer engagement, and net revenue.
• Research VIP competitor activity in each market
• Communicate different promotions that the sportsbook and casino is offering
• Demonstrate empathy and care with VIPs to ensure that their issues are resolved promptly and thoroughly
• Collaborate with the Marketing Team to identify who is a VIP player and who needs expedited service when requested
• In partnership with the CRM team identify unique and creative ways to establish value for high end players
• Complete applicable workflows to meet player satisfaction criteria
• Attend and assist with VIP events as needed
• Must be available nights, weekends and holidays as needed
• Perform other duties as assigned

About You

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Experience with sports betting, gaming economies, and player behavior strongly requested
• Some previous sales experience required
• Excellent relationship building skills
• Excellent problem-solving abilities
• Ability to travel (up to 50% of the time) to attend and assist with running VIP events
• Must be at least 21 years of age.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be able to qualify for licenses and permits required by federal, state and local regulations.
• Comfort working in a fast-paced, highly collaborative, and entrepreneurial environment.
• Willingness to travel and work nights and weekends.
• Passionate about providing top level service

#LI-REMOTE