Regional Manager of Player Development

PENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. From casinos and racetracks to online gaming, sports betting and entertainment content, we deliver the experiences people want, how and where they want them.

We’re always on the lookout for those who are passionate about creating and delivering cutting-edge online gaming and sports media products. Whether it’s through ESPN BET, Hollywood Casino, theScore Bet Sportsbook & Casino, or theScore media app, we’re excited to push the boundaries of what’s possible. These state-of-the-art platforms are powered by proprietary in-house technology, a key component of PENN’s omnichannel gaming and entertainment strategy.

When you join PENN Entertainment’s digital team, you’ll not only work on these cutting-edge platforms through theScore and PENN Interactive, but you’ll also be part of a company that truly cares about your career growth. We’re committed to supporting you as you expand your skills and explore new opportunities.

With locations throughout North America, you can build a future at PENN Entertainment wherever you are. If you want to challenge conventions in gaming, media and entertainment, we want to talk to you.

As a Regional Manager of Player Development, you will work collaboratively with the Director of Player Development in identifying high value segment players, establishing personalized relationships, groom loyalty to our digital sportsbook and iCasino operations, assist with expediting large deposits and withdrawals, and effectively bolster our high value segment’s lifetime value.  You will not only identify but build strong relationships with our VIPs and respond quickly to their needs and any issues that may arise. 

• Responsible for developing strategic approaches with acquiring and onboarding new VIP accounts to ESPN Bet, and Hollywood Casino
• Leads strategic direction for the regional VIP team to reach key VIP sales metrics, customer engagement, market share and net revenue
• Provides the Director of Player Development with KPI data reporting and reviews of individual hosts and associate performances within an assigned region
• Manage a portfolio of the most valuable users of ESPNBET/HWC.
• Identify potential VIP accounts while retaining and growing existing players.
• Develop and strengthens rapport with VIP players by exhibiting friendly and helpful services, to ensure repeat business.
• Responsible for achieving individual KPI based goals on a weekly, monthly, and quarterly basis.
• Monitor activity and profitability of all assigned VIP players.
• Implement strategies to earn a higher market share in our operating regions.
• Utilizes Sales Force (CMS) tracking for all patron's contacts, profile preferences, and tasks. Completes all Sales Force task assignments in a timely manner.
• Assist with planning, executing, and hosting in-person VIP events.
• Exceed departmental sales and growth goals.
• Provide professional representation on behalf of the company for all internal, external meetings, and events.
• Take the lead in resolving conflicts and complaints on behalf of the company in a reasonable and fair manner.
• Adhere to all corporate and local policies, procedures, and operating guidelines.
• Regularly communicate with Risk and Trade to help maximize the potential value of your portfolio.
• Successfully manage and assist with omnichannel bookings at our brick-and-mortar casinos.
• Develop and maintain relationships with brick-and-mortar player development teams and stakeholders.
• Occasional travel is required.
• Maintain the confidentiality of player information, including personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
• Perform any reasonable, temporarily assigned job duties outside the position's job description, where, in the company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service.
  
  
  About You

• At least 5+ years of gaming experience either online or with a brick-and-mortar casino
• At least 3+ years of management experience, with a proven track record of successfully managing a sales team and driving revenue
• At least 2+ years of experience with an online gaming operation
• Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management
• Excellent computer skills with an emphasis on Excel, excelle