Primary Responsibility:
- Implement all Mass business initiatives to target appropriate markets and drive revenue growth.
- Monitor the financial performance of the relevant customer segments against establish targets / KPI
- Implement processes and strategies that enhance and streamline communication between internal and external customers.
Responsibilities Include:
- Maintain all Mass business initiatives relating to RWC membership from appropriate target markets and drive revenue growth.
- Maintain all promotions/ campaigns to increase the awareness of RWC membership as well as encourage visitation and spend.
- Thorough understanding of the product knowledge with the ability to analyze customer play behavior.
- Execute programs for attracting, retaining and reactivating customers, based on short- and long-term analyses of customer trends and needs.
- Maintain system to develop a thorough understanding of the relevant customer segments. Inclusive of this is the solicitation and measurement of customer feedback on matters including product, pricing, service, programs, promotions and offers, and integrating this information into future initiatives.
- Maintain an up-to-date knowledge of products, offers, events, promotions and general information relating to RWC competitors.
- Accurate & timely reporting on performance versus targets, competitor activities, customer satisfaction with membership and complaints.
- Regular Cruising onboard vessels is required to keep an up-to-date knowledge of customer experience as well as to develop good relationship with RWC members.
- Any ad-hoc duties required by the management.
Qualifications and Experience
- Min “O” / “A” level or with relevant working experience.
- At least 2 years’ experience in the gaming industry or customer relations related fields
- Ability to develop relationships and communicate effectively across all levels of the organization.
- Is a team player who motivates others to work effectively within the team.
- Achieves agreed business objectives and accepts accountability for results.
- Adopts and implements new approaches and practices to meet changing circumstances
- A target-driven attitude with flexibility to work on any day of the week and with flexibility to travel as required
