Director Casino Loyalty

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

This position leads MSC’s Casino House program and is accountable for achieving Net Gaming Revenue targets and growth by increasing visitation, play, and profitability from both Mass Play and VIP guests, new and existing.  The role is responsible for launching and maximizing a Casino Loyalty Program and driving continual growth through aggressive and successful reinvestment to the casino database through onboard and to-home marketing campaigns.  Role will also be responsible for the execution of the Loyalty Program and Special Event Calendar, implementing business processes and SOPs necessary to facilitate revenue growth. Will partner with the VIP Services for the guest experience shipboard and the Concierge and Call Center teams.  Develop an exceptional relationship with Marketing to develop Casino branding and marketing strategy and launch initiatives and effectively partners with Casino Operations, Analytics, Accounting, Revenue Management, and other MSC departments to achieve targets.  This role will actively participate in forecasting process and achieving financial targets for House segment. 

Your Impact

• Owns performance of overall Casino Marketing for the House program for MSC and develops, implements, and directs strategies to increase the frequency and overall value of sailings by House casino players
• Analyzes the financial performance of the onboard and post-cruise initiatives in order to develop strategies to maximize revenue and improve profitability.
• Responsible for aggressive email, direct mail, and online/social communication campaigns to grow marketable database and offer redemption rates
• Create and oversee special events calendar
• Launch and implement global Casino Rewards/Loyalty Program, partnering with Data Analytics and rest of the Casino team; role will be the main project manager overseeing all milestones
• Partner with marketing team to create branding, communication and launch strategy for program
• Implement infrastructure to support program, including onboard execution and annual renewal process
• Owns relationship with Call Center to implement tools, manage call volume, and ensure appropriate resourcing
• Partners with Analytics to create reporting and evaluation tools to drive business forward
• Partners with VIP Services, Casino Operations and Marketing teams to ensure onboard signage, promotional material, and marketing collateral are updated and relevant
• Oversees internal controls for comping and expenditure, and ensures business in compliance with brand expectations
• Collaborates with shipboard operations teams to for the development and implementation of new policies and procedures, and the revision of existing policies and procedures
• Present scope requirements to IT and other shared services to develop new tools and platforms for the team
• Produces and presents professional business cases for proposed initiatives complete with operational and financial analysis, clearly articulated written support, and PowerPoint presentations.   
• Delivers projects in a timely and cost-effective manner.  Communicates clearly with all stakeholders shipboard and shoreside to ensure success. 
• Embraces and adheres to required quality standards and performance metrics, communicating openly and frequently and demonstrating integrity.
• Performs 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 senior leadership.

Your Journey so far

• Extensive (6 - 7 years) Casino Marketing leadership experience and a proven track record of driving above-target results
• Minimum of three years front-of-house casino marketing or hospitality experience
• Minimum three years experience with database marketing and the management of a loyalty or rewards program
• Experience negotiating and setting terms for VIP clientele, including limits, reinvestment, revenue share, commissions if applicable, payment terms, and funding options
• Exceptional interpersonal, communication, presentation and listening skills, including the ability to adjust style to effectively interact with external customers as well as internal staff, Operations leadership and brand Executive management.
• Strong internal drive, creativity and entrepreneurial mentality - with a demonstrated ability to identify opportunities and provide insight/recommendations on how to maximize those opportunities to build the business.
• Ability to coach and develop team members and provide the appropriate level of direction, enabling others to succeed, and providing open and timely informal and formal feedback.  Must have proven track record of being able drive change. 
• Ability to compile, analyze and manage the financial aspects of a casino marketing organization
• Ability to clearly articulate reinvestment strategy for each segment of the business
• Demonstrated leadership capabilities and effective verbal and written communications skills
• Ability to manage regional and remote 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 and ability to utilize and administer the disciplinary action process through coaching and counseling to improve performance or terminate employment
• Ability to deliver a comprehensive business case or white paper
• Ability to travel domestically and internationally and work flexible hours
• Exceptional analytical skills
• Exceptional written/verbal communication skills and listening skills
• Exceptional presentation, networking, and project management skills
• Exceptional ability to work independently, proactively, and collaboratively
• Ability to solve interpersonal and operational issues- often “on the fly”
• Ability to work, interact, and communicate with external / internal customers at all levels
• Above average proficiency with Microsoft Office (Excel, Word and PowerPoint)

Your Essentials

• US Passport or US Permanent Residents
• MSC Cruises USA is an e-verify employer

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.