Penn National Gaming, Inc.

  • Head of VIP Engagement

    Location US-NJ-Cherry Hill
    Posted Date 3 weeks ago(1/28/2020 1:08 PM)
    Job ID
    Casino Property
    Penn Interactive Ventures - NJ
  • Overview

    Penn Interactive (PI) is an interactive gaming company headquartered in Philadelphia with offices in Las Vegas. As the digital arm to Penn National Gaming (NASDAQ: PENN), the largest regional casino operator in the U.S., we are poised for fast-paced growth in the sports betting and online casino space. We are also partnered with some of the most innovative media companies in the world to drive growth in our businesses. As such, PI is looking for a Head of VIP Engagement to accelerate the growth of PI’s real money gaming products through the identification of high value segment players, establishing personalized relationships, groom loyalty to our digital sportsbook operations, and effectively bolster our high value segment’s lifetime value. 


    You’ll lead the VIP engagement team, and work toward identifying, engaging, re-engaging and strengthening existing relationships with high-end players.  We have grand visions and intend to execute fast while staying true to our product standards and core values.  You’ve had experience growing and leading a VIP team involved in digital-first businesses in the $100M+ annual revenue range while not forgetting what being resourceful and scrappy means.  That said, you also know when and how to scale big when the situation is right.


    PI is committed to cultivating a diverse and stimulating work environment to achieve extraordinary results. We are looking for an individual who enjoys working in a fast-paced, team-oriented environment, likes to be challenged, and values the opportunity to make impacting change! We have a strong culture of teamwork, collaboration, mutual respect, and transparency, and its vital that the Head of VIP Engagement will help steward this culture as we continue to grow.


    Your daily responsibilities include

    • Build, manage, and scale the VIP Engagement team (you will be employee #1)
    • Intimate knowledge of best in practice key performance indicators in high-end clientele, in an effort to present clear measurements of success to senior leadership as it relates to your department.
    • Immediate ability to clearly define a plan and strategy by which your team will acquire new high-end customers, re-activate dormant high-end customers, cultivate long lasting relationships with regular high-end customers, and present proven metrics by which an operation can lengthen a player’s lifetime value. Demonstrated ability to deploy the plan, once approved.
    • Ability to create reports that adequately show progress, expose room for improvement in not only incentivization plans, but overall high-level clientele saturation of online database
    • Bring a wealth of experience and demonstrated history of driving incremental revenue for your organization through the best practices and policies of your VIP team.
    • Proven track record of implementing initiatives to attract new high-worth clientele
    • Ability to work in a collaborative manner with media partnerships, physical casino and corporate VIP management team members
    • This position requires a heightened ability for relationship management, not only with players, but with internal and external stakeholders.
    • Heavy experience in planning and implementing incentivization programs for VIP Host staff, and a proven ability to accurately measure progress toward these goals
    • Confident leader who is able to request any tools necessary for your team to highly perform
    • Experience in outbound call center environments preferred
    • Demonstrable experience managing mid-sized teams of employees
    • Final escalation point and decision maker for difficult VIP situations.
    • Contribute answers as they relate to high-level clientele when discussing monthly P&L
    • Interviews, hires, trains potential VIP Hosts
    • Demonstrable experience in consultative relationship building
    • Demonstrated passion for excellence with respect to treating and caring for players
    • Heightened experience in developing standard operating procedures for VIP hosts
    • Excellent problem-solving abilities
    • Constantly reassessing present strategic initiatives, identify gaps, and be nimble enough to make changes in an effort to attract and retain top level clientele.
    • Strong experience in training employees and fostering a motivational environment
    • Passion for excellence with respect to treating and caring for players
    • Strong attention to detail is a must! Must be an analytical thinker
    • Excellent problem-solving abilities
    • Execute in an intense, fast-paced, and highly iterative environment

    To be successful in this position it will require the following skill set

    • Bachelor’s degree (B.S./B.A.) in Business Administration, Marketing, or related field
    • 8+years in cultivation and relationship management of high-net worth clientele or equivalent combination of education, training and experience
    • Proficient in VIP management principles and best practices
    • Proven ability to develop and execute VIP strategies
    • Excellent people management skills
    • Ability to meet deadlines and to work under the pressure of short time constraints
    • Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook)
    • MUST HAVE: Passion for sports AND/OR sports betting


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