Manager, Loyalty & Mass Marketing

Reporting to Senior Manager, Manager, Loyalty Marketing will be primarily responsible in making sure of the success and overall direction and management of all activities and to maintain standards of service, HOIANA CASINO and management of daily operations for the Casino Membership and Loyalty/Rewards Program.
Duties may include but not limited to:
• Be responsible for all activities related to membership acquisition and to maintain a high level of data accuracy on membership database.
• Work closely with the management in building casino loyalty and incentive programs, events/promotions, and guest relations to support and enhance customer loyalty.
• Promote a high level of excellent customer service to all customers to build and expand customer relationships and service delivery.
• Response via phone call or email to guests and other departments queries, requests and/ or complaints with regards to casino membership and loyalty program.
• Remain knowledgeable on HOIANA Casino and other properties within HOIANA umbrella and property knowledge, up to but not limited to events, promotion offers, room categories, food and beverage offerings and the entertainment calendar.
• Provide the highest quality of service to all casino patrons in encouraging / increasing rated play from casino members.
• Coordinate with the gaming operation department to identify new and experienced players with intention of recruiting them in casino membership or educating them in casino rewards.
• Liaise with Marketing & Communications team and Events & Promotions.
• Carry out promotion of special events when required through telephone contact and/or personal communication, attending such events and participating when appropriate.
• Communicate, both orally and in writing, to current, new and past guests answering questions, extending invitations and resolving any related disputes, as necessary.
• Work with internal and external clients for the offerings on HOIANA Rewards Club offering.
• Develop a strategic partnership with external parties and high-end brands and source high-end products and for casino players with proper segmentation.
• Develop relationship with external parties, that will become a key stakeholder as part of HOIANA Casino Loyalty.
• Coordinate with other departments regarding procedural or marketing concerns that will support and enhance customer service delivery.

• 3 to 4 years of related experience in the casino, hospitality industry or membership program.
• Have worked with reputable brands as partners and other external parties that contribute immensely to loyalty program and membership database collection.
• Experienced in CRM and other tools to enhance loyalty of members.
• Must have interpersonal skills to deal effectively with all business contacts
• Work varied shifts, including weekends and holidays
• Must be able to effectively communicate in English, in both written and oral forms.
• Other language(s) like Mandarin, Cantonese, or Korean is preferable.
• Education Requirements
• Bachelor’s degree in Business, Marketing, Hospitality or Tourism, or equivalent education required

- Annual bonus
- Training opportunity
- Company transportation

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