Senior Manager Global Marketing - Elite Sales

REQ15190 Senior Manager, Global Marketing - Elite Sales (Open)

Position Summary

The Senior Manager, Global Marketing – Elite Sales is responsible in working hand in hand with the Vice President, Global Marketing in customer development and retention, and to facilitate the overall development of Premium Direct Market segments at City of Dreams Manila to generate revenues and build profitable customer relationships. Assist in managing the day-to-day marketing activities as assigned by the Vice President, Global Marketing and works closely with Elite Services team in ensuring that a high standard of guest relations is provided to all Global Marketing patrons, in accordance with established service standards.

Primary Responsibilities

• Promotes services and products for Global Marketing customers of City of Dreams Manila.
• Develops and oversees the acquisition, retention and service of Global Marketing and supports programs and strategies specifically geared towards the Global market.
• Retain Global Marketing customers and increases loyalty by serving as their personal contact and ensuring excellent customer service is delivered.
• Establishes close professional relationships with the Global Marketing customers on a regular basis.
• Keep abreast with the latest information regarding City of Dreams Manila’s Li Ying Club Rolling Programs and all other promotions.
• Liaise with the Elite Services team to ensure that Elite customers experience a remarkable visit.
• Ensure that customer programs are established, marketed and implemented in an efficient manner.
• Meet and greet customers when needed.
• Remains in contact with the Top 50 customers in the Philippines & Globally.
• Develops and maintains the profile of every key Global Marketing customer and liaise with Elite Services to ensure that the have a remarkable experience at all Melco properties, primarily at City of Dreams Manila.
• Ensures that projects and reports are completed and submitted in a timely manner.
• Complies with all relevant local and corporate laws, rules & regulations, policies and procedures at all times.
• Works toward achieving both individual and team goals as one team.
• Supervises and assists in the opening and settlement of accounts
• Perform other duties as may assigned by the immediate superior from time to time.
  
  

Key Performance Indicators

Customer Service

• Ensures that all customers enjoy a positive experience which results to brand loyalty.
• Ensures delivery of excellent and exceptional customer service in accordance with City of Dreams Manila service standards
• Measures customer satisfaction
• Gathers information to build customer profile database.
• Communicates information regarding new high-potential customers to relevant Marketing Office.
• Strong product knowledge.
  
  

Marketing

• Utilizes every Global customer contact as an opportunity to market City of Dreams Manila. Gains feedback on events and initiatives and identifies possible competition threats.
• Initiates programs to drive repeat Global Marketing visits
  
  

Compliance

• Ensures that City of Dreams meets its regulatory obligations by demonstrating personal awareness of all relevant legislation and managing employee compliance with all City of Dreams Manila policies and procedures.
• Maintains strict confidentiality and understands breach implications.
• Conducts annual competency tests.
  
  

Financial Objective

• Performs all aspects of the role always mindful of the impact of his/her actions or decisions have on the profitability of City of Dreams Manila
• Knowledge of foreign currency exchange
• Manages costs associated with complimentary/promotional initiatives
  
  

Qualifications

I.Experience

• Minimum of 3 years and/or above experience in a supervisory role within the gaming, hospitality or related industry.
• Possesses an extensive knowledge of the Elite Services for Global Market
• Strong and extensive knowledge on local and other culture.
  
  

II.Education

College graduates and above are preferred

III.Skills / Competencies

• Computer literate
• Excellent communication (verbal and written), interpersonal skills and presentation
• Proficiency in foreign languages (Bahasa Indonesia, Korean, Nihongo, Mandarin and/or Cantonese) is an advantage.
• Able to define problems, collect data, establish facts, and draw valid conclusions
• Able to interpret and extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
• Posses a strong analytical skills and responsiveness to business opportunities
• Able to analyses collected data in the report format
• Ability to handle disputes, escalating where required along with all pertinent information.
• Excellent organizational and time management skills
• Has leadership skills in customer service
• Proficient in Microsoft Office programs including Microsoft Office, Excel and Outlook
• Knowledge of electronic and paper based filing systems
  
  

IV.

Other Attributes

Customer Service Leadership

Ability to easily build rapport with both and external customers

Ability to maintain high confidentiality and handle sensitive issues with discretion and efficiency

Diplomatic with customers, assertive with direct reports without being aggressive.

Possesses the following traits – Flexibility, approachable, exemplifies integrity, enthusiastic, highly motivated, organized, cooperative, efficient, has sense of humour, pays attention to detail

Excellent grooming, hygiene and presentation

Motivating, ability to positively boost team morale

Able to work on rotating shifts

Good leadership skills and able to supervise the team

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