Senior Account Associate - VIP Casino

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations-MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor's "Best Places to Work".

Location :

Michigan, New Jersey, Pennsylvania or West Virginia

Must reside within the state the position is listed within.

About the Role

As a Senior Casino Account Associate, you will work with the Casino Account Associate team managing the day-to-day operation of casino VIP accounts, maintaining and growing their activity through inbound and outbound communications by phone, chat and email.

This role will represent the casino through public relations and marketing efforts to acquire and retain premium VIP players. The Senior Casino Account Associate will be responsible for executing programs for the recruitment of new players while creating brand awareness of BetMGM iGaming within the marketplace. The Senior Casino Account Associate will build VIP player loyalty, using sales and marketing techniques that foster an exclusive client relationship and generate an acceptable margin of gaming revenue as determined by management. This will involve increasing the retention rates of our high-end customers and VIPs, applying sound judgement and decision making when managing customer reinvestment and developing potential new business into successful long-term growth.

Responsibilities

Maintain and establish relationships with current and potential guests to promote and sustain a high level of player recognition and service.

Identify and recruit new high-value players through networking, referrals, and industry contacts.

Make outbound calls or attend industry events to generate business.

Coordinate special events, tournaments, and VIP experiences to attract and retain players.

Monitor player activity and performance data to identify top-tier guests.

Analyze player data to recommend marketing and engagement strategies.

Report player feedback to management and suggest service improvements

Maintain accurate player records and communications in CRM systems.

Track budgets, comp usage, and player trends.

Prepare post-trip reports and performance reviews.

Own the guest experience in any situation by using problem solving skills to WOW the guest.

Establish and maintain a comprehensive player database.

Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs.

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, to have one-to-one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, to offer an industry leading customer service experience tailored to the needs of the individual.

Create new business revenue by understanding, targeting and developing relationships with potential high value players.

Thorough understanding 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.

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.

Conducts themselves with the highest level of integrity and honesty

Proactively identify service failures by taking immediate action to resolve whilst notifying relevant stakeholders.

Handle difficult customer interactions and situations in a calm, professional and reasonable manner.

Essential Functions

This position follows a regular Wednesday-Sunday schedule and may include weekend and holiday coverage. Some flexibility in scheduling may be required to meet business needs, with advance notice provided whenever possible

Qualifications

Bachelor's degree preferredin related field

Proven experience in digital or land-based gaming, customer service, concierge, luxury telemarketing or other account management.

Relationship driven, computer literate with an emphasis on Excel, excellent communication skills and telephone etiquette.

Detail oriented with effective time management skills and the ability to produce results while working under pressure.

The ability to work independently, offer top-tier customer service and identify customer trigger points

Analytically curious with the ability to think outside the box to resolve issues quickly and effectively

Excellent knowledge of gaming and the gaming industry

Experience hosting customers within a Hospitality environment, preferably within a casino environment

Multilingual preferred

The ability to travel and attend off property eventsas needed

The annual salary range for this position is $ 63000 to $ 74000 . Factors which may affect starting pay within this range may include geography / market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.

Gaming Compliance & Licensing Requirements

As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.

In addition, candidates must comply with and support the company's responsible gambling policies, procedures and initiatives.

About Our Culture

Building BetMGM from the ground up takes effort, energy, and teamwork, but that's what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars :

Believe in Your Game - Take your shot! There's a freedom to explore ideas usually only start-ups are lucky enough to experience.

Backed by the Best - With our expertise-merged with that of our world-class investors-we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.

Do What's Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.

Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.

What We Offer

As a valued employee, we're committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!

Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.

BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our company goals. So, we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM, we play to win, and we are "all in" together. If your experience looks a little different from what we've identified and you think you've got what it takes, we'd love to learn more about you.

If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.

This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.

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