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Customer Development Dir

J o b D e s c r i p t i o n

Job Profile Title:	Customer Development Dir
Job Code:	19642
Profile Title:	19642 Customer Development Dir
Grade / Band:	IC5
FLSA Status:	Exempt
It is the responsibility of the Director Customer Development to individually drive and/or assist the team to generate incremental visits from casino customers and provides excellent customer service. This individual is responsible for provides leadership directly or indirectly to the team. All duties are to be performed in accordance with MGM Resorts International policies, practices and procedures.

Principal Duties & Responsibilities
Determine and evaluate customers’ casino activity to provide corresponding incentives and authorize or approve medium amount of allowance (room, food, beverage, events tickets, promo chips, free play, airfare, or discounts).
Drive incremental business, with a focus on inactive customers and maintain customer base to support increasing the property’s customer development efforts.
Authorize and grant amount of marker authorization limits to qualifying customers.
Demonstrate a player development skillset by engaging new and inactive customers.
Makes critical business decisions regarding customer credit lines, allowances, and comps while managing customers to a profitable level.
Work in conjunction with Casino Marketing, Marketing Executives and property personnel to assist and facilitate qualified in-house casino customers.
Maintain highly confidential casino customer information by enforcing the privacy of all guests and limits requests for information about such guests in accordance with company policies.
Assist in overseeing special event functions when appropriate to promote marketing strategy and greet customers.
Attends quarterly Receivable Meetings to provide updates to the Corporate Finance group.
Assists in overseeing all customer disputes and complaints are resolved to the satisfaction of the customer and the company.
Increase in travel to meet existing customers.
Comply with all laws, Title 31 and attend all mandatory compliance and training sessions.

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Education
Education Level	Education Details	Required/ Preferred
Bachelor's Degree	In related field	Preferred

Work Experience
Experience	Experience Details	Required/ Preferred
8+ Years of Prior Relevant Experience	Leadership experience within casino marketing.	Required

Additional Requirements
Details	Required/ Preferred
Previous experience working in a similar resort setting.	Preferred

Knowledge, Skills and Abilities
KSAs
Able to work in the fast-paced environment.
Able to work as a team with co-workers.
Demonstrates Leadership attributes (competencies).
Demonstrates excellent customer service skills.
Demonstrates savvy interpersonal skills to effectively communicate with all business contacts.
Shows flexibility in working a variety of shifts.
Demonstrates and maintains a professional, neat and well-groomed appearance adhering to MGM Resorts International Marketing standards.
Able to travel domestically or internationally frequently to meet existing customer base and identify new patrons for the Company.
Must be able to communicate effectively in English, in both written and oral forms.

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing			X
Bending			X
Carrying 10 pounds			X
Clear speech - simple				X
Clear speech - complex				X
Climbing	X
Distant vision				X
Driving	X
Flexibility - upper body			X
Flexibility - lower body			X
Hearing/Listening				X
Kneeling			X
Lifting 10 pounds			X
Near vision				X
Normal vision				X
Pushing/Pulling			X
Reaching			X
Sitting				X
Standing			X
Typing				X
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area				X
Contacts - works alone				X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt			X
Exposure to fumes / odors			X
Extreme cold		X
Extreme heat		X
Fast pace				X
Hazardous conditions - chemicals	X
Hazardous conditions - high structures	X
Hazardous conditions - high voltage	X
Indoors				X
Noise levels - low to moderate				X
Noise levels - high			X
Office conditions				X
Outdoors			X
Restricted area		X
Shifts	X
Smoke			X
Travel		X
Wet/Humid		X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical				X
Clerical				X
Comprehension				X
Crisis incidents		X
Customer service				X
Decision making				X
High pressure				X
Judgment				X
Long hours			X
Math skills - advance			X
Math skills - basic				X
Organization				X
Reading - simple				X
Reading - complex				X
Repetition				X
Tight deadlines				X
Writing - simple				X
Writing - complex				X