Director, VIP Experience & Loyalty

📋 Description

• Own and evolve the MVP strategy, including player segmentation, tier design, service model, and
• Develop an annual roadmap and operating plan that connects MVP initiatives to retention
• Identify and prioritize opportunities to improve the MVP experience through personalized outreach
• Establish clear decision frameworks for investments, offers, experiences, and escalations
• Communicate and present to the executive leadership team on a regular basis
• Lead, coach, and develop MVP Managers and Player Representatives, creating clear expectations for

🎯 Requirements

• 10+ years of experience in high-value player management, customer success, loyalty, CRM, retention
• 4+ years of progressive people leadership experience, with a demonstrated ability to build, coach
• Proven success developing and executing customer engagement or loyalty strategies that improve
• Strong commercial and analytical judgment, with experience using player or customer data to
• Experience working cross-functionally with marketing, product, analytics, customer support
• Excellent written and verbal communication skills, including the ability to present to and

🎁 Benefits

• Company-subsidized medical, dental, & vision plans
• 401(k) plan with company match
• Annual bonus
• Flexible PTO to encourage a healthy work/life balance (2 weeks STRONGLY encouraged!)
• Generous paid leave programs, including 16-week paid parental leave and disability benefits
• Workplace flexibility and modern work schedules focused on getting the job done, not hours clocked