Player Development Manager

Job Description

The Manager, Player Development will have a focus on team member growth, development, and driving profitable business through our highest value casino players.  This leadership position will manage the day-to-day operations of the player development department including direct interaction with Executive Hosts, Hosts, and VIP Representatives, working closely with stakeholders within our brands as well as within the Global Casino Marketing team. They will have primary responsibility for measuring Executive Host performance, directing activity and developing relevant programs and initiatives to continue to grow the high-value segment of our casino player database

Essential Functions:

• Define, evaluate, and analyze success metrics for Executive Hot team
• Reports on player development spend and forecast numbers to the AVP, Global Casino Marketing
• Participates in or drives guest focus groups, VIP surveys and other attempts at guest feedback
• Provide world-class guest service in a timely manner to both guests and fellow team members
• Work with Global Casino Marketing team to identify additional opportunities to grow our high-value guest penetration
• Work with the Groups and Events team to create new experiences as well as optimizing existing experiences

Qualifications:

• Minimum Education:  Bachelor’s Degree
• Discipline/Major:  Marketing or similar
• Required Years and Area of Professional Experience: 5+ years of experience in player development or customer service
• Critical Professional Related Technical/Computer Skills: Demonstrated experience in managing a diverse team
• Other Requirements:  Facilitates cross-functional learning and conversations across teams. Effective verbal and written communication skills. Capable of delivering results in a remote/hybrid work environment   
• Preferred Experience and Type:  Previous experience with Konami Synkros preferred

Knowledge, Skills & Abilities:

• Proven experience in providing VIP experiences required

Decision-Making:

• Tactical:  Decisions focus on intermediate-term issues. The purpose of decisions made at this level are to help move CCL closer to reaching strategic goals. Outcomes are predictable. After a decision is made by Top Executive Leadership, the next phase is to take the needed steps to implement it.  Examples are: The amount of money required to implement, which advertising agency to promote a new service or to provide an incentive plan to employees to encourage increased revenue. Example: Will be responsible for the management and development of our hosted guests – our very highest value guests.
• Operational:  Decisions focus on day-to-day activities within the company. Decisions made at this level help to ensure that daily activities proceed smoothly and therefore help to move the company toward reaching a strategic goal. They have short term consequences. Examples are: Handling employee conflicts, purchasing materials needed for operations.  Examples: Responsible for managing costs and reporting on the effectiveness of the program.

Physical Demands:   Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. May need to stand for long periods of time.

Travel: Less than 25% with shipboard travel likely.  Less than 25% non-shipboard travel likely

Work Conditions:  Work primarily in a climate-controlled environment with minimal safety/health hazard potential.  Other job specific working conditions:  Hybrid work in the office 3 days per week. 

This position is classified as "in-office." As an in-office role, it requires employees to work from a designated Carnival office in South Florida from Tuesday through Thursday.  Employees may work from home on Mondays and Fridays. Some positions may require additional in-office time each week and final schedule is determined by your leader.  Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area. 

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.   

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: 

• Health Benefits: 
  • Cost-effective medical, dental and vision plans 
  • Employee Assistance Program and other mental health resources 
  • Additional programs include company paid term life insurance and disability coverage  
• Financial Benefits: 
  • 401(k) plan that includes a company match 
  • Employee Stock Purchase plan 
• Paid Time Off 
  • Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion.  
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure. 
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.   
• Other Benefits 
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends 
  • Personal and professional learning and development resources including tuition reimbursement  
  • On-site preschool program and wellness center at our Miami campus 

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