Account Manager Player Development

• Supporting the transition of the current VIP program to a Player Development program, with a focus on growth in wagering and margin through high value customer growth and customer engagement
• Nurturing and growth of a group of our most valuable players along with activities and reporting to help execute the program
• Developing and maintaining relationships with VIP guests through world class customer service focused on customer engagement, loyalty recognition and growing Parimutuel wagering
• Attracting, engaging, and developing emerging VIP players by targeting and developing relationships with potential high value players
• Supporting the building a comprehensive portfolio of player information
• Managing all aspects of the relationship with the player, including but not limited to F&B events, communications, queries, contacts, and escalations
• Understanding loyalty analytics used to determine player wants and needs to optimize player growth, participation, and retention
• Supporting the recruitment & management of anonymous/cash players into tracked and PD program play
• Managing and reporting WEG’s PD program performance and associated VIP player statistics
• Supporting through day-to-day activities meeting wagering/margin targets to maximize profitability
• Hosting, managing, supervising, and participating in Hosted activities as required
• Promoting and monitoring the arrival, stay, and departure of VIP guests to ensure that customer service exceeds expectations
• Resolving issues or concerns in a calm, professional and discreet manner
• Collaborating and coordinating actions with Operations team to ensure that the VIP experience is always seamless and of an impeccable standard
• Communicating and maintaining current knowledge of products, events, promotions and general information relating to the broader operations
• Collaborating closely with all internal departments with respect to required service needs as well as the needs of the guests
• Working closely with all business units to ensure the needs of our most valuable VIP players are met at a high standard
• Ensuring that guests are made to feel comfortable while in action, whether online or onsite
• Maintaining a thorough understanding of horse racing, including but not limited to parimutuel wagering, onsite operations and equine management
• Maintaining a thorough understanding of advanced wagering and techniques that a high valued horse player would use
• Driving excellence in VIP program via compliance, retention, guest service and VIP marketing practices
• Ensuring customer service objectives are aligned to company standards
• Obtaining key knowledge about Racing operations for each race day
• Actively providing guidance to all team members
• Owning, fostering effective communication, and building relationships at all levels of the Matrix style organization
• Completing required reporting, auditing, and controls to support the rewards program
• Monitoring and ensuring adherence to all applicable government regulations
• Ensuring compliance with health and safety legislation/industry regulations

• University or college degree/diploma in gaming / hospitality or related field and/or the equivalent in education and experience
• 3+ years’ experience in managing guest relations in a gaming operation or related field
• Experience working with VIP / high value customers
• Proven track record of executing and maintaining a successful VIP / high value program
• Solid understanding of racing, including Pari-mutuel wagering

Diversity, Equity, Inclusion and Belonging