VIP Engagement Executive

The VIP Engagement Executive serves as the premier digital brand ambassador and the high-touch, representative of our platform for our highest value players. Operating at the intersection of digital gaming and physical property experiences, this role is uniquely responsible for supporting the broader VIP team by leading the majority of in-person digital team VIP interactions. As a vital pillar of our omnichannel strategy, the VIP Engagement Executive seamlessly bridges the gap between digital activity and in-person experiences. This individual will work closely with both the digital VIP team as well as property player development groups to maximize player value and maintain brand continuity.

• Proactively drive VIP retention and revenue growth by cultivating player relationships
• Maintain a portfolio of up to 100 high-value players
• Responsible for contributing to overall VIP team success by achieving growth in KPIs including, but not limited to: Retention, Revenue, Reinvestment, Deposits, and Active VIPs
• Execute high-touch communication via phone, email, and text to deliver tailored service, bespoke promotions, and individualized rewards
• Maximize player engagement by upselling site features, new game launches, and promotional offerings
• Handle high-touch logistical inquiries and player assistance requests
• Partner closely with the Sr. Executive, VIP Acquisition to evaluate potential event leads, coordinate introductions, and smoothly transition newly acquired players into the broader Mohegan ecosystem
• Assist the VIP team with all property-side requests, logistics, and localized VIP arrangements
• Deliver high level player experiences through the coordination of exclusive events and hospitality
• Work with marketing to better understand VIP player behaviour through scripted questions and surveys
• Analyze post-event player feedback and financial data to provide leadership with strategic insights and data-backed business cases for future proposals
• Collaborate and work closely with internal departments within the Mohegan organization
• Represent the company as a professional brand ambassador online, at the casino, on the phone, and at company sponsored off property events.
• Exercise strategic oversight of personal discretionary bonusing and player investment

• Strictly adhere to all regulatory guidelines and Responsible Gaming protocols, monitoring high-value accounts for signs of problem gambling to protect both the player and Mohegan
• Serve as the voice of our top-level players, gathering direct feedback from our highest-level VIPs regarding platform issues, feature requests, and player insights
• Manage discretionary reinvestment budgets for player acquisition and retention, ensuring all comps and bonuses are issued within departmental profitability guidelines

• Bachelor's degree in Marketing, Education, Psychology or a related field.

• Experience in online games or real money iGaming environments.
• Three years of experience in VIP account management, customer relationship management, or a similar high-touch, revenue-driven role within iGaming, casino, or hospitality environments.
• Demonstrated knowledge and understanding of casino games, sports, sports betting and other online casino games required.
• Demonstrated experience managing high-value client portfolios and driving retention, revenue growth, and customer engagement.
•  Self-motivated, outgoing personality with great relationship building skills
• Conflict resolution in managing difficult personalities, being professional under pressure
• Ability to educate customers on new products and services
• Excellent written, verbal, and communication skills including public speaking
• Excellent planning, organizational, and multi-tasking skills
• Excellent editing and proofreading skills

• A strong negotiator, problem solver, and attention to details
• Advanced knowledge of Microsoft Office Suite products and applications
• Zendesk experience preferred

• Adheres to compliance and workplace policies, standard operating procedures and jurisdictional regulations and laws
• Ability to work independently and within teams

• Certifications as required by Mohegan
• Mohegan Corporate and departmental policies and procedures
• Appropriate regulations that pertain to Mohegan Information Systems
• Strong technical understanding of digital and mobile platforms and the ability to learn new applications

• Fast-paced office work environment
• Must be able to sit in front of a computer screen for extended periods of time
• Must be available to work various shifts and flexible hours (Including nights and weekends) with occasional travel required
• Must reside within Connecticut
• This is a full-time in office position located at Mohegan Sun