The posting
Primary Responsibility:
To support and execute business initiatives that drive premium mass membership growth, customer engagement, and revenue generation. This role focuses on attracting, retaining, and reactivating premium mass customers through data-driven strategies, targeted promotions, and regular interaction, both onshore and onboard.
Responsibilities Include:
Premium Mass Membership & Revenue Initiatives
- Maintain and support all business initiatives related to premium mass membership from targeted market segments.
- Execute programs aimed at driving visitation, encouraging incremental spend, and increasing player loyalty.
- Assist in the development and execution of short- and long-term strategies to attract, retain, and reactivate members based on trend analysis and player behavior insights.
Promotions, Campaigns & Market Awareness
- Support the implementation of marketing promotions and campaigns to enhance membership awareness and player participation.
- Track the effectiveness of campaigns and suggest adjustments based on customer response and business needs.
- Monitor competitor promotions, events, and offers to stay updated and identify opportunities for differentiation.
Customer Relationship Management
- Maintain a strong understanding of customer segments by tracking player preferences, feedback, and play patterns.
- Develop and nurture relationships with premium mass players, providing attentive service and ensuring high satisfaction.
- Regularly cruise onboard —including weekends and public holidays—to observe, evaluate, and enhance the guest experience, and to maintain strong engagement with members. Irregular working hours are required while on duty to ensure comprehensive support and availability.
Product & Market Intelligence
- Develop and maintain in-depth product knowledge, including gaming, loyalty programs, offers, and service features.
- Analyze customer behavior and feedback to improve product positioning and program effectiveness.
- Provide insights and recommendations based on customer needs, market trends, and competitor analysis.
Reporting & Administration
- Ensure accurate and timely reporting on KPIs such as membership growth, campaign effectiveness, customer feedback, and satisfaction levels.
- Track and analyze business performance against targets and prepare summaries for management review.
- Monitor and document customer complaints, feedback, and incident reports, and propose corrective actions where necessary.
Cross-functional Collaboration
- Work closely with marketing, guest services, operations, and other relevant teams to ensure seamless program execution and guest experience.
- Act as a liaison between guests and internal departments for issues relating to premium mass services and loyalty membership.
Compliance & Professional Conduct
- Comply with all company policies, procedures, and code of conduct at all times.
- Maintain a high standard of professionalism, discretion, and integrity in all internal and external interactions.
Other Duties
- Perform ad-hoc tasks and assignments as required by management.
Requirement
- Minimum “O”, “A” level or with relevant working experience.
- Minimum 2 years of experience in business development within the casino and gaming industry. Proven track record in driving revenue growth, expanding membership portfolios, achieving sales targets, and building strong customer relationships.
- Ability to develop relationships and communicate effectively across all levels of the organization.
- Display a high commitment of customer service.
- Is a team player who motivates others to work effectively within the team.
- Achieves agreed business target 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
