Director of Rewards Program

Job Description Summary

Actively manage the strategy development and daily operational processes for the multi-property rewards program, ensuring consistent guest experiences and alignment with company revenue and loyalty goals. Oversee communication and collaboration between marketing, player development, gaming operations, hospitality teams, and external vendors to drive program participation and guest satisfaction. Provide leadership and administrative support to ensure that program benefits, offers, and policies are executed accurately, consistently, and in compliance with all regulations.

Essential Duties and Responsibilities (other duties may be assigned)

• Create and manage strategies for the development, enhancement, and execution of the multi-property rewards program, tiers, benefits, and promotions to drive guest loyalty and cross-property play.
• Oversee consistent implementation of rewards program policies, offers, and guest service standards across all properties.
• Collaborate with Database Marketing, Player Development, and Operations to develop targeted campaigns and offers that maximize profitability and guest engagement.
• Partner with IT and system vendors to ensure the player tracking, kiosks, and mobile app functions are accurate, reliable, and guest-friendly.
• Work with Digital Marketing to maintain up-to-date program information on websites, kiosks, and mobile platforms.
• Coordinate with Promotions, Events, Hotel, F&B, and Casino Operations teams to integrate rewards benefits into property-wide guest experiences.
• Ensure that all rewards program communications (email, direct mail, on-property signage, digital displays) are accurate, timely, and aligned with brand standards.
• Analyze program data to monitor KPIs such as tier migration, member acquisition, retention, and reinvestment ROI. Present findings to senior leadership with actionable recommendations.
• Manage the rewards program budget, including tracking liability, reinvestment rates, and promotional costs.
• Monitor competitor programs and industry trends to keep the program competitive and innovative.
• Foster a guest-focused culture within the rewards program teams to ensure personalized and exceptional service for members.
• Must comply with all applicable ACGC System of Internal Controls, ACBCI Standard Operating Procedures and all Tribal Regulations.

Supervisory Responsibilities

• Rewards Club Managers
• Rewards Club Supervisors and Representatives

Access to Sensitive Areas and Information

• Player Tracking System and Loyalty Program Data Access (per access matrix)
• Confidential Player Information and Offer Details

Signatory Ability

• HR-Related Forms
• Purchase Requisitions
• Complimentary Vouchers as authorized by the Comp Matrix

Required Education and/or Experience

• Bachelor’s degree (B.A.) from four-year college or university preferred.
• Minimum 4-6 years of experience in casino loyalty program management, marketing, or player development, with at least 2 years of supervisory experience.
• Strong understanding of player tracking systems and CRM platforms required.
• Experience in database marketing, guest segmentation, and offer analysis preferred.
• Proficiency in Microsoft Office Suite; experience with reporting tools and analytics software preferred.
• Strong leadership, organizational, and cross-functional communication skills.
• Must be able to communicate in English.

Working Conditions/Physical Demands

To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ mile, climbing stairs and sitting at a desk/workstation for the duration of the shift.  Must be able to work in a smoke-filled environment.

Typically, the individual will be housed in an office environment. The noise level in the work environment is usually moderate but will escalate when located in the casino environment.  Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.