VIP Digital Training and Development Manager | Caesers

Job Description

ESSENTIAL JOB FUNCTIONS: 

• Responsible for group performance management, including coaching, motivation and development of a team of highly talented sales professionals.
• Leads recruiting, hiring, onboarding, and training processes for new hires as needed.
• Structures one-on-one and group training sessions in daily book analysis skills and sales training techniques.
• Train new hires and support ongoing training of sales executives for gaming systems, Salesforce, Caesars programs, communications channels, and databases. 
• Develop an in-depth understanding of guest behavior related to profitability and use internal resources to develop calls-to-action for Sales Executive to execute upon.
• Consult on projects, initiatives and events to enable the team to execute and meet sales goals.
• Use extensive knowledge of iCasino slots and table games, sports betting, sports, teams, players and leagues to provide support for direct reports as well as guests as needed.
• Provide regular feedback and coaching as well as annual reviews for direct reports using available HR tools.
• Create reporting and identify opportunities within the sales team to increase efficiency and develop elevated sales strategies and scripting.
• Gather information from sales executives regarding best practices, and keep current on all property and online events, promotions and marketing offers for up-selling and cross-selling opportunities.
• Gather competitive intelligence from the sports betting and iCasino industries to prepare for guest inquiries, and to position direct reports and the overall company for success.
• Responsible for shift scheduling for the department.
• Develop VIP programming including VIP Events at Caesars properties, sports events, or similar, to maximize unique guest experiences and prove a lift in revenue.
• Partner with internal departments including CRM, Marketing, Business Development, Partnerships, and state leads to develop, market, and sell a competitive VIP Program.
• Together with Enterprise Analytics develop and maintain reporting methods tracking accountability of revenue production and foster a proactive culture by sales executives to drive revenue.
• Identify business opportunities and best practices while managing expenses to achieve desired profitability goals.
• Lead an organization with methods and actions that are ethical and in full compliance with all applicable laws, regulations, and company policies.
• Identify compliance risks and take actions necessary to eliminate or minimize risks.
• Champion within the organization a commitment to honesty, integrity, and responsible corporate behavior.
• Create a compliance culture within the organization and foster an environment where employees feel comfortable reporting potential violations or misconduct.
• Foster a culture of professional development directly managing supervisors in the department preparing for a management role.
• When applicable, manage a call-center sales environment offering assistance to supervisors and sales executives, partnering with payments, the trading team, compliance, and customer service to resolve inbound requests from guests.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Marketing or Business preferred.
• Prefer previous experience in Sales Training and in-depth knowledge of sales and contact strategies.
• Proven ability to effectively collaborate as well as manage and motivate a sales workforce.
• Strong analytical skills. Ability to develop and communicate guest insight findings and recommendations, creating actionable strategies for sales functions.
• Ability to work independently and manage multiple initiatives and projects.

QUALIFICATIONS:

• Must possess a minimum of three years of successful Management experience, as well as three or more years of successful experience in direct sales, sales management, or business development background in a related field.
• A minimum of one year in player development, VIP customer service within the casino gaming, sports betting or sports industry preferred.
• Proven history of hiring, training, and developing sales teams.
• Excellent interpersonal, communication, problem solving, leadership and analytical skills required.
• Must be a proactive change agent.
• Should have track record of success in both taking risks and making prudent business decisions.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.

COMPETENCIES: 

• Sales Excellence: Leveraging sales techniques to maximize team’s performance.
• Passion for Service: Internally motivated to graciously serve, delight and build guest loyalty; as well as, lead a team of Account Executives to do the same.
• Drive: Harnessing energy and passion to excel.
• Customer/Commercial/Market Awareness: Anticipating and listening to customer needs; looking outside our world.
• Influence: Engaging, leading and motivating a team of Account Executives 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 40+ calls/day).
• Must be able to lift up to 15 pounds.
• 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.