Marketing Operations Manager

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of co-workers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities. 

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• Responsible for directing the overall operations and staff of the omnichannel loyalty and player development department.
• Develops, implements and manages operational goals and monitors achievements of performance and revenue goals as it relates to the mychoice loyalty program and all associated channels: Casino, Social Gaming, iGaming.
• Assist with developing and executing the omnichannel loyalty marketing strategic plans to optimize acquisition, retention, revenue growth, penetration rates and market share.
• Partners with the acquisition and corporate marketing teams to identify events and promotions to cross promote property, and iGaming VIP guests.
• Create effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager. 
• Responsible for directing the overall operations and staff of the omnichannel loyalty and marketing department.
• Develops and implements a bonus system that provides acceptable incentives aligned to revenue and profitability objectives incorporating all channels and utilizing a 360 view of the customer.
• Develops, implements and manages operational goals and monitors achievements of performance and revenue goals as it relates to the mychoice loyalty program and all associated channels: Casino, Social Gaming, iGaming.
• Develops and executes the omni channel loyalty marketing strategic plans to optimize acquisition, retention, revenue growth, penetration rates and market share.
• Partners with the acquisition and corporate marketing teams to identify events and promotions for inclusion of iGaming VIP guests.
• Conducts market research, analyzes gaming industry trends & utilizes local market dynamics as a basis for visioning and designing all programs.
• Responsible for supervising and managing staff in the following areas of the Marketing Department:  player development, promotions, special events, etc).
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs
• Enhance guest interactions by providing a friendly greeting, offering directions, answering questions, making announcements, and creating an upbeat and positive atmosphere.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.
• Maintains strict confidentiality in all departmental and company matters.
• Creates strategic plans and calendar for VIP promotions and host goals.  Manages oversight of media used to communicate current and upcoming promotional efforts for the guests, team members, and regulatory agencies.

SUPERVISORY RESPONSIBILITIES                                               

This job will have supervisory responsibilities.

• Responsible for staff development and training programs.
• Responsible for rewards and recognition program to maximize employee engagement.
• Evaluates team members within department and delivers constructive feedback to employees in regard to performance.
• Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Manages work procedures and expedites workflow.
• Responsible for employee performance (disciplining, coaching, counseling).

QUALIFICATION REQUIREMENTS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 18 years of age.

• Bachelor’s degree (B.A./B.S.) from four-year college or university in marketing, finance or related field; five years progressively more challenging leadership roles in marketing or operations; or equivalent combination of education and experience.  Experience in multiple communication channels including direct mail, e-mail and social media required.
• Must have excellent verbal, written, and interpersonal skills.
• Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook).
• Strong client interface and presentation skills preferred.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Must have demonstrated ability to drive toward results.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET™ and theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet. 

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Equal Opportunity Employer