Job description
PENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. From casinos and racetracks to online gaming, sports betting and entertainment content, we deliver the experiences people want, how and where they want them.
We’re always on the lookout for those who are passionate about creating and delivering cutting-edge online gaming and sports media products. Whether it’s through ESPN BET, Hollywood Casino, theScore Bet Sportsbook & Casino, or theScore media app, we’re excited to push the boundaries of what’s possible. These state-of-the-art platforms are powered by proprietary in-house technology, a key component of PENN’s omnichannel gaming and entertainment strategy.
When you join PENN Entertainment’s digital team, you’ll not only work on these cutting-edge platforms through theScore and PENN Interactive, but you’ll also be part of a company that truly cares about your career growth. We’re committed to supporting you as you expand your skills and explore new opportunities.
With locations throughout North America, you can build a future at PENN Entertainment wherever you are. If you want to challenge conventions in gaming, media and entertainment, we want to talk to you.
About the Role
As a Regional Manager of 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 ESPN Bet, and Hollywood Casino
- 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 ESPNBET/HWC.
- 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
- At least 5+ years of gaming experience either online or with a brick-and-mortar casino
- At least 3+ years of management experience, with a proven track record of successfully managing a sales team and driving revenue
- At least 2+ years of experience with an online gaming operation
- 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 develop, 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
- The ability to travel and attend both on and off property events throughout the United States and Canada
- Oversee and supervise high level events designed for our top customers and oversee team members at said events
- 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
Salary Range
$100,000—$115,000 USD
Initial placement within the salary range is based on an individual’s relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members’ financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, annual performance bonus and equity package — depending on position. Paid time off is earned according to the local policy and increases with the length of employment.
Click HERE to discover how we empower team members to grow, thrive, and advance in their careers. Check out our LinkedIn page!
