OVERVIEW OF POSITION:
This role combines strategic business development, innovative marketing, and direct engagement strategies to ensure a premier gaming experience for all members.
The Marketing Manager manages the Club’s Marketing Department. Manages the Club’s reactive and proactive business development efforts. Implements the Club’s service strategy and applicable initiatives in all aspects of the business development process and focuses on building long- term, value- based customer relationships that enable achievement of the Club’s business objectives. Develops strong working relationships to proactively position and market the Club. Manages the marketing budget to enable development of Club’s specific campaigns, promotions and collateral to drive revenue and meet Club’s objectives. Develops and implements the Company strategies that deliver products and services to meet or exceed the needs and expectations of the Club’s target customer profile and provides a return on investment to the owner. Spearheads initiatives that not only drive the Club&039;s growth and brand visibility but also significantly enhance player engagement, loyalty, and satisfaction.
KEY DUTIES AND RESPONSIBILITIES:
Duties may include but are not limited to:
Managing business development & marketing activities
• Maintains successful performance by increasing revenues, controlling expenses and providing a return on investment for the owner.
• Builds a strong and respected Club’s rewards program with emphasis on building strong partnerships with others.
• Suggests innovative marketing ideas and develops deployment strategies to continue to grow market share.
• Implements the Club’s service strategy and applicable initiatives in all aspects of the business development process and focuses on building long- term, value- based customer relationships that enable achievement of the Club’s business objectives.
• Serves as the business development contact for customers; serves as the customer advocate.
• Develop new business relationships and maintain relationships with existing patrons through frequent personal contact in order to generate new and incremental gaming trips from high level guests.
• Serves as the business development contact for the General Manager.
• Supports the General Manager by coordinating crisis communications.
• Provides customer intelligence in evaluating the market and economic trends that may lead to changes in business development strategy to meet or exceed customer expectations.
• Manages the property&039;s reactive and proactive business development efforts.
• Manages the development of a strategic account plan for the demand generators in the market.
• Executes and supports the operational aspects of business (e.g., generating proposal, writing contract, customer correspondence).
• Identifies public relations opportunities and coordinates activities to augment the overall marketing communication strategy.
• Involves working with key internal stakeholders to design unique products, services, events and promotions leading to increasing Club’s revenues, market share gain, growing loyalty club rated revenues and increasing profitability through targeted campaigns and effective yield management.
• Researches competitor’s business development team strategies to identify ways to grow the revenue and increase market share.
• Monitors the effective resolution of guest issues that arise as a result of the business development process by creating mechanisms to channel issues to Club’s leadership and/or other appropriate stakeholders.
• Performs other duties, as assigned, to meet business needs.
Building Successful Relationships
• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the Club.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and monitoring their satisfaction during their game.
• Develops strong community and public relations by maintaining property participation in local, regional and national tradeshows and client events.
• Develops strong partnerships with other organizations to further increase brand/product awareness.
• Develops and manages internal key stakeholder relationships.
KEY FUNCTIONS
Human Resource Development
• Ensures all staff present themselves for work in the appropriate uniform and condition.
• Takes an active interest in the operation department’s workforce, recruitment, training, development, and performance.
• Provides the necessary counselling and/or disciplining of staff as required.
• Ensures staff motivation and performance is of the highest priority.
• Ensures efficient allocation of Staff Resources to satisfy demand, yet without incurring additional, unnecessary labor costs.
Guest Comfort
• Ensures guest loyalty program are properly provided.
• Ensures guest comforts are provided to the highest standards.
• Approves the allocation and redemption of Guest Complimentary items as per Standard Operating Procedures.
• Handles and resolves all customer complaints and requests.
• Ensures the highest levels of customer service and standards are always maintained.
Business Development & Marketing Management
• Monitors business development and marketing performance and statistics to provide with the strategy to the General Manager for consideration.
• Ensures adherence to all Policies and Procedures.
Management Reporting
Responsible for Daily management reports including:
• Rewards Club Reports
• All other material required to ensure an effective line of communication.
• Marketing Communications Reports
• Revenue Reports
General Requirements
• Attends regular management meetings.
• Assists in appraising the department’s activities- monitoring and evaluating performance
• Provides advice in conjunction with the General Manager on the development of the department’s objectives,policies, and programs.
• May be called to deputies for the General Manager during leave of absence for annual, long service or educational leave.
• Be assigned, from time- to- time to special projects that are being undertaken.
Decision Making
• Provides advice and an operational framework in relation to the running of the operation.
• Identifies processes and procedures which require action to mitigate risk.
• Devises solutions to operational issues to achieve goals and objectives.
• Has the authority to handle and decide on the most relevant course of action for a guest dispute as per Standard Operating Procedures.
Problem Solving
Nature of Assignment – Work consists of broad functions and processes such as:
• Identifies and solves problems straight away with minimum of fuss and inconvenience to the guest.
• Planning and leading efforts to address issues in areas where precedents do not exist.
Position Guidelines
• Oversees all programs, services, and activities to ensure that objectives are met.
• Maintains high level of ethics, prudence, creativity, productivity and demonstrates a concern for the supervision and development of staff.
• Be responsible for maintaining high standards for all departmental employees.
• Maintains a comprehensive knowledge of operational procedures and principles used throughout the Gaming operation.
• Apprises the General Manager of trends, changing circumstances and unexpected occurrences that could call for innovation or adaptation of the business development’s strategic plan.
Personal Characteristics / Competencies
The characteristics of a successful Head of Marketing include strategy, analytics, sales, innovation, honesty, straightforwardness, integrity, accountability, leadership, and dedication. He/she must demonstrate excellent presentations skills, interpersonal relations skills, be a good communicator, be administratively competent and be able to communicate the department&039;s vision.
