The In Market Sr. Executive Host acts as the primary growth engine for VIP
Sports Marketing, owning outbound sales telemarketing to a broad range of
Caesars Entertainment guests. In this role, you will develop strategic
relationships with guests by having a comprehensive understanding of all facets
of mobile and in-person sports betting, gaming systems and sales. Sports Sales
Executives display a strong understanding of the Caesars Sales/Service model
within VIP Marketing and assist in positively promoting this model while
continuing to build rapport with customers through commercial awareness and
anticipation of customer needs. The ideal candidate for this position will
possess excellent customer service skills, a passion for customer care, and a
commitment to proactively service and assist in guest recovery as necessary. As
an intuitive and creative problem solver, you will constantly strive to delight
our guests and be confident in your ability to meet goals set forth by the
management team.
Currently seeking applicants from: IL, IN, IA, OH or MO
RESPONSIBILITIES
Sales
Responsible for developing and maintaining an assigned book of players
through direct mail, email, telemarketing, and leveraging available
technology.
Actively participates in telephone solicitation and coordinates personalized
direct mailings for assigned guests.
Fully knowledgeable of all happenings on property and in market for
cross-sell opportunities.
Demonstrates mastery of all existing products/services and/or progress on new
initiatives, bonus programs and system changes.
Actively participates in all department and company initiatives to drive
sales and revenue.
Demonstrates a willingness to teach, mentor, train and share information with
the team.
Develops skills to handle increasingly complex matters.
Projects warmth and enthusiasm in person and on the phone; builds rapport to
strengthen relationships and encourages trial as well as repeat visitation.
Has the ability to multitask and prioritize in a fast-paced environment.
Finds new customers based on criteria established by the Management team.
Service
Constantly strives to delight our guests; the goal is to exceed expectations
through gracious, enthusiastic and personalized service.
Manages VIP guests in one-on-one communications in addition to VIP group
settings as applicable.
Fulfills the support needs of VIP guests and quickly resolve any issues.
Greets guests at social events and special promotions as applicable.
Resolves VIP guest issues using tools which include real time customer data
and alert systems.
Handles difficult guests and situations in a calm, professional and prudent
manner.
Anticipates, responds to and consistently meets or exceeds the needs of
players including, but not limited to transportation and accommodation
arrangements for on-property visits and/or social events.
Proactively identifies and resolves service failures; taking immediate action
to resolve service gaps and strengthen guest loyalty.
Communication
Clearly communicates programs/services to necessary people, seeks their
support and keeps them informed of changes that may impact the business.
Gives consistent, polite, timely, and accurate information and service to all
guests and co-workers; taking the initiative to find the answer when unsure.
Coordinates with internal and external business stakeholders including, but
not limited to Player Support, Caesars Rewards team, VIP Leaders, Marketing
Technology/IT managers, software platform vendors, and analytics team members
to advance VIP efforts.
Ensures accuracy and timely completion of all player communication.
Communicates successes and challenges on a regular and on-going basis to
direct supervisor.
Strategy & Innovation
Brainstorms and helps create new VIP promotions and initiatives to enhance
the value VIP program producing measurable financial results from VIP
guest-base.
Analyzes and evaluates existing service delivery systems and collaborates
with other departments to improve the guest experience.
Daily, weekly and monthly VIP guest activity monitoring and reporting
including wagering, revenue, win/loss and guest generosity levels.
Generates and organizes weekly potential, active, lapsing and lapsed VIP
lists.
Identifies ways to increase efficiencies and to improve products or services.
Integrity & Compliance
Fully complies with all applicable rules, regulations, laws and policies, and
conducts themselves with highest levels of integrity and honesty.
Complies with and upholds company expectations including Code of Commitment,
policies, procedures, industry regulations, department goals and business
strategy.
Coordinates with Compliance, Responsible Gaming and other Risk Management
team members as needed on guest claims and disputes to resolve conflicts.
Adheres to all department/company policies and procedures.
Educated on all jurisdictional policies related to guest support
functionality.
Has the ability to uphold and demonstrate the highest level of integrity in
all situations and recognize standards required by a regulated business.
QUALIFICATIONS
Three+ years of experience in sales, casino and/or loyalty marketing
service/support from an online company preferred.
High School diploma or equivalent.
Strong sales, project management, customer service, and analytical skills a
plus.
High level of energy, enthusiasm, and passion for improving the player
experience and relentless in the pursuit of getting results.
Upbeat, positive and charismatic.
Extensive knowledge of sports betting, sports, teams, players and leagues
required.
Excellent communication and organization skills are required.
Experience in consumer web or game development, including online gaming a
plus.
Ability to effectively manage time and perform multiple tasks simultaneously.
Able to overcome resistance to change and influence people.
Able to communicate effectively at all levels of organization and see things
through the eyes of the guest.
Must be able to obtain gaming license as needed.
Must reside in the state of the job posting.
COMPETENCIES:
Sales Excellence: Leveraging sales techniques to maximize performance.
Passion for Service: Internally motivated to graciously serve, delight and
build player loyalty; as well as, service and assist co-workers.
Drive: Harnessing energy and passion to excel.
Customer/Commercial/Market Awareness: Anticipating and listening to customer
needs; looking outside our world.
Influence: Engaging and assisting others to succeed.
Professional Excellence: Applied functional/business knowledge;
professionalism, composure, effectiveness.
PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:
Must have manual dexterity and coordination to operate office equipment
including, but not limited to computers, telephone/headset, etc.
Must be able to work in moderate to loud noise conditions.
Must be able to make telephone calls for extended periods (minimum 15+
calls/day).
Must be able to tolerate areas containing secondhand smoke.
Must be able to work for long periods of time, under fluorescent lighting.
Must be able to work at a desk, for most of the day, in a seated position.
Must be able to spend most of the day working off computer monitors and
operating a keyboard.
Although most of the position will be spent seated at a desk, there will be
occasions where candidate must be able to remain on one’s feet for long
periods of time, and/or walk for long distances.
Must be able to travel as needed up to 30%.
The salary range for this position is $70,000.00 - $90,000.00 USD, which is
dependent on a several factors including relevant experience, geography,
business needs and market demand. This role may offer the following benefits:
medical, vision, and dental insurance; life insurance; disability insurance; a
401(k)-matching program; among other employee benefits. This role includes paid
Personal Time Off and paid company holidays.
At Caesars Digital, We Don’t Just Play the Game — We Set the Standard.
As a proud part of Caesars Entertainment, the world’s premier gaming company
with more than 80 years of sports betting leadership, Caesars Digital is Blazing
The Trail in digital innovation, customer experience and industry excellence.
We believe every Team Member should be treated like royalty because We Are All
Caesars. This guiding principle fuels our commitment to delivering legendary
service and creating unforgettable experiences for our customers.
From cutting-edge digital platforms including Caesars Sportsbook, Caesars Palace
Online, Horseshoe Online Casino and Caesars Racebook, to the continuing
expansion of our retail footprint and our William Hill legacy, along with
powerhouse partnerships across sports and entertainment, we’re building
something extraordinary. And we want you to be part of it.
Ready to make your mark on the Empire?
Explore our open roles and discover how you can help shape the future of gaming.
Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.