Regional VIP Sports Manager – West Coast
The Regional VIP Sports Manager oversees various states and jurisdictions within the West Coast region for VIP Sports. The role involves managing and mentoring Account Managers who lead teams of Executive Sports Hosts. Key focus areas include onboarding, customer contact, bonus optimisation, hospitality management, and the reduction of friction regarding deposits and withdrawals.
BetMGM is committed to building a respectful, inclusive workplace. The manager is responsible for establishing infrastructure for efficient VIP management processes. They must focus on team structure, organisation, and communication while driving active player days and bet counts. The role requires cross-functional collaboration with partnerships, special events, and hospitality teams to identify opportunities for VIP engagement and retention.
- Mentor and develop Account Managers in terms of process and professionalism.
- Establish and further develop the infrastructure for efficient ways of working in VIP Management.
- Focus on the fundamentals of effectively managing a team with an emphasis on structure, organisation, and communication.
- Increase active player days and bet count of all VIP clients.
- Educate team to understand and implement processes that optimise bonus spend and reinvestment.
- Identify potential VIP Sports players and through relationship building, bonuses and use of hospitality to increase the share of wallet.
- Work cross functionally with Partnerships, Special Events and Hospitality teams to identify opportunities of events to host VIP clients.
- Manage the special events and promotions calendar to drive customer acquisition and retention of existing customers.
- Source new opportunities and events in markets where BetMGM is live for sports betting.
- Develop a strategy to drive incremental business with a focus on inactive customers.
- Responsible for cumulative team bonus spend budget.
- Assist in critical business decisions regarding initial deposit offers.
- Evaluate customer activity to provide corresponding bonuses and complimentary offers such as room, food, beverage, and event tickets.
- Work in conjunction with High Value team and VIP Sports Operations team.
- Maintain highly confidential customer information in accordance with company policies.
- Handle difficult customer interactions and situations in a calm, professional and reasonable manner.
- Proactively identify service failures by taking immediate action to resolve whilst notifying relevant stakeholders.
- Resolve customer disputes and complaints to the satisfaction of the customer and the company.
- Fully comply with and uphold company expectations including policies, procedures, department goals and business strategy.
- Conduct oneself with integrity and honesty.
- Flexibility to work shifts, including evenings and weekends.
- Ability to travel for work.
- Ability to gain and maintain a gaming license through the proper jurisdictions as a condition of hire and continued employment (required).
- Experience in sales and customer service within a teamwork environment (required).
- Detail oriented with effective time management skills and the ability to produce results while working under pressure (required).
- Outstanding verbal and written communication skills (required).
- Knowledge of the gaming industry (required).
- Knowledge of the hospitality industry (required).
- Applicants must possess legal authorization to work for BetMGM in the U.S. without the need for immigration sponsorship (required).
- Medical, Dental, Vision, Life, and Disability Insurance.
- 401(k) with company match.
- Pre-tax spending accounts including health care FSA and commuter savings.
- Flexible paid time off.
- Professional development reimbursement and ongoing skills training opportunities.
- Employee resource groups.
- Swag, ticket giveaways, and more.
- Performance-based bonus plan.
BetMGM is a leading US sports betting and online gaming operator, formed in 2018 as a joint venture between MGM Resorts International and Entain. Headquartered in Jersey City, New Jersey, it holds exclusive access to MGM's land-based and online sports betting, poker and casino businesses across the United States and Canada. The company operates the BetMGM, Borgata Casino, Party Casino and Party Poker brands and is one of the largest operators in the regulated North American market. Its products combine online sportsbook, casino and poker with MGM's nationwide network of casinos.