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Open nowPosted 3 days ago

Customer Engagement Manager (Las Vegas)

Caesars Entertainment329 open roles

Where
Las Vegas, NV, United States
Work mode
On site
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Your applicationOpen nowCustomer Engagement Manager (Las Vegas)Caesars Entertainment · Las Vegas, NV, United States

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Caesars Entertainment's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

8.5% of postings close within 7 days. Measured by our own scanner across the market. Caesars Entertainment postings stay open a median of 5 days.

Share of postings closed within
  1. 1.8%1 day
  2. 4.0%3 days
  3. 8.5%7 days
  4. 15.4%14 days
  5. 34.1%30 days
This job: posted 3 days ago

Caesars Entertainment median: 5 days open

The posting

Job Description

The Manager, Customer Engagement will lead Caesars' Service Recovery function, responsible for proactively identifying and recovering customer revenue opportunities created by friction across the customer lifecycle. This role oversees a team dedicated to customer outreach, player reactivation, registration completion, deposit recovery, account reinstatement, and retention of inactive customers. The Manager establishes strategy, operating model, performance metrics, and cross-functional partnerships to improve the customer experience while delivering measurable revenue growth.

Responsibilities

  • Develop and execute the Service Recovery strategy to maximize customer retention and revenue recovery.
  • Lead a team of Supervisors and Service Recovery Specialists, providing coaching and performance management.
  • Drive initiatives supporting registration recovery, KYC-to-deposit conversion, high-value prospect activation, failed deposit recovery, source-of-funds assistance, account recovery, and dormant player reactivation.
  • Develop reporting and analytics to measure conversion, retention, and NGR performance.
  • Partner with Customer Service, Analytics, VIP, CRM, Product, Payments, Fraud, Risk, and Marketing teams.
  • Identify root causes of customer friction and implement process improvements.

Qualifications

  • Bachelor's degree or equivalent experience.
  • 5+ years in customer operations, customer success, retention, account management, or customer service.
  • 3+ years of leadership experience.
  • Strong analytical and reporting capabilities.
  • Experience managing outbound customer engagement programs.
  • Gaming, sportsbook, casino, fintech, or digital platform experience preferred.

Success Measures

  • Revenue recovered and retained
  • NGR contribution
  • Recovery conversion rates
  • Dormant customer reactivation rates
  • Registration-to-deposit conversion rates
  • Customer satisfaction performance
  • Reduction of recurring customer friction points

About Us

At Caesars Digital, We Don’t Just Play the Game — We Set the Standard.

As a proud part of Caesars Entertainment, the world’s premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence.

We believe every Team Member should be treated like royalty because We Are All Caesars. This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers.

From cutting-edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we’re building something extraordinary. And we want you to be part of it.

Ready to make your mark on the Empire?

Explore our open roles and discover how you can help shape the future of gaming.

Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.

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