Player Development Manager

The Player Development Manager is responsible for leading the Player Development team in cultivating strong, profitable relationships with VVIP and hosted casino customers. This role oversees the execution of strategic initiatives designed to increase customer loyalty, visitation, and revenue for Horseshoe Casino Baltimore. The Player Development Manager analyzes player trends, market opportunities, and competitive activity to guide strategic decision-making.
This role ensures that engagement, reinvestment, and service strategies align with Caesars Entertainment standards while optimizing trips, theoretical play, and overall guest satisfaction. Additionally, the Manager partners closely with Marketing, Hospitality, Gaming Operations, and National Casino Marketing to create compelling experiences that support retention and growth of high value guests. The ideal candidate fosters a sales-driven, guest-focused culture, ensures adherence to regulatory and company policies, and maintains the highest standards of professionalism and service excellence reflective of the Caesars brand.

• College degree in Marketing, Business Administration, Hospitality or a related field, preferred.
• Experience of seven to ten years in the gaming industry, with at least three years managerial or supervisory experience in Casino Marketing, 3+ years of experience in Player Development, or preferably within the Casino industry working for a large-scale business with extensive multi-channel marketing and national reach.
• Experience working with high-value guests or VIP programs.
• Knowledge of casino reinvestment principles, gaming systems, and CRM tools.
• Strong leadership experience with a proven ability to motivate and influence teams.
• Excellent communication, interpersonal, and relationship-building skills.
• Strong analytical and decision-making capabilities.
• Ability to work in a fast-paced environment with varying demand levels, including nights, weekends, and holidays as required.
• Must possess excellent communication skills, particularly those skills needed to resolve complaints from dissatisfied and upset guests and to effectively lead, motivate and develop a diverse workforce.
• Must be able to manage multiple objectives and tasks simultaneously and continually assess and re-set priorities.
• Must be able to get along with co-workers and work well as an inspirational team leader. • Must present a well-groomed, professional appearance.
• Must be able to work any day of the week and any shift.

ADDITIONAL REQUIREMENTS

• Must be able to maneuver in and around the entire casino and hotel area, particularly the gaming pit areas.
• Must be able to respond calmly in crisis and demanding situations, particularly when situations involve customer or employee conflicts.
• Must be very effective at both verbal and written communication, and to speak and understand English.
• Must be able to respond to visual and aural cues.
• Must be able to work in a smoke-filled environment.
• Must be able to converse over the telephone in situations where there is loud and disruptive background noise.
• Job requires being on one’s feet and involves much walking between meetings and around the Casino floor.
• Schedule flexibility required.
• Be able to lift up to 60 pounds.