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Relationship Marketing Manager, Player Development

Posted May 9, 2021

San Manuel Casino
Highland, CA

About This Job


Under the direction of the Player Development Director, the Relationship Marketing Manager is responsible for the overall supervision of the Player Development function involving all areas of player tracking, player recruitment and retention, and maintenance of “mid-tier” customers.

Essential Duties & Responsibilities

Player Tracking

  • Gathers tracking information and compile reports for submission to the Director and the Executive team.
  • Initiates player recruitment programs/promotions/events to encourage usage of the player’s club card.
  • Directs staff in recruiting potential new players and retention of current customers.
  • Monitors all player development projects, data collection, executive summaries, direct mail campaigns, and implementation of promotion procedures.
  • Works closely with other departments in the coordinating, planning and execution of monthly, quarterly or yearly promotions.
  • Maintains knowledge of computer programs and required manual entries, which is essential in maintaining the efficiency of the daily workflow.
  • Creates both pro forma and post data analysis for all promotions and events.  This may include creating Excel spreadsheets and/or PowerPoint presentations to report results.                               

Customer Incentives

  • Sets guidelines describing the requirements necessary for customer qualification into an incentive program based on customer play, coin in, coin out, hours of play, etc.
  • Confers with the Director on the quantity of incentives, monetary values, and monitoring procedures required for auditing purposes.
  • Submits reports/spreadsheets to the Director monthly, of all items given to customers, including; cash, coupon, voucher, ticket, merchandise, etc.
  • Reviews bid requests and income statements to ensure budgetary guidelines are met for incentives and promotions. Works with Director on annual budget and ensures the Player Development department adheres to budget plan.

Player Acquisition

  • Supports competitive research efforts of the department through field research, which includes mystery shopping to determine San Manuel Casino brand equity.
  • Gives presentations on behalf of the casino marketing promotions/events to interest groups and associations. Performs public speaking and presentations as assigned.
  • Interfaces with the Hotel personnel to create business opportunities for both the casino and the hotel.

Other Duties and Responsibilities

  • Works with Director to assign players to casino hosts and scheduling of the hosts.
  • Responsible for department revenue generation goals and profitability goals.
  • Analyzes casino host productivity on a regular basis to ensure casino host team achieves established company and department financial goals.
  • Responsible for administrative duties of the player development department.
  • Assists with the planning of in-house promotions/events by establishing internal controls necessary to comply with executive and gaming requirements.
  • Targets specific customers using CRM or data warehouse systems to ensure highest rate of return.  This involves an in-depth study and understanding of frequency trends, distance trends, spending trends, and other interests involved in target marketing.
  • Perform other duties as assigned to support the efficient operation of the department.

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.



  • High school diploma or general education development (GED) is required.
  • Bachelor’s degree in Marketing, Hospitality, Business Administration or related field is preferred.
  • At least two (2) years’ experience in a supervisory position, with at least one (1) of those years in a customer service oriented role.
  • At least five (5) years of gaming experience required.
  • Two (2) years’ experience working with IGT Player Management software, or any equivalent player tracking system preferred.
  • Must have intermediate knowledge with Microsoft programs; including Word, Excel, Power Point, Outlook, and Access.


  • At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
  • A qualified candidate/employee must have a valid driver’s license with an acceptable driving record as determined by the company’s insurance carrier.

San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.  As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!

Additional Information

All applicants must be able to demonstrate their US work authorization during the employment verification process.


About this Employer

San Manuel Casino

777 San Manuel Boulevard
Highland, CA 92346


429 Room Casino

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About the company

San Manuel Casino  is located in Highlands, CA, just 60 minutes from downtown Los Angeles, and a short drive from LA-Ontario International Airport. The gaming facility is operated by the San Manuel Entertainment Authority, an economic instrumentality of the San Manuel Band of Mission Indians. The casino floor contains over 4,800 of the latest and most innovative slot machines in a state-of-the-art facility. It features over 130 Vegas-style poker and blackjack tables, an exclusive high-limit room, and a designated Poker room.

Food & Beverage venues include Big Mo’ Cafe, Tutu's Food Court with fast-food options around the clock, Rock & Brews with a wide selection of craft burgers and craft beer from around the world, as well as legendary comedian George Lopez's Chingon Kitchen, which provides an authentic Mexican dining experience. Guests can dance the night away with DJ's at Bar Bar Bar, listen to Rock'n Roll tribute bands on stage at Rock & Brews, or enjoy Latin music at George Lopez's Chingon Tequila Lounge.

Indian gaming in California is an exciting, thriving industry. Whether working on the casino floor or providing support to gaming operations as a “behind the scenes” employee, you can contribute to a dynamic and challenging business and have opportunities to learn and grow with the gaming industry. At San Manuel, our team members define us. Working at San Manuel is more than just a job. It is a career that will help you grow into the successful professional you want to be. Apply today to join our team!