Head of Marketing & Customer Experience

It is a senior leadership role responsible for driving the strategic direction, execution, and performance of all marketing and customer engagement initiatives.

The Head of Marketing & Customer Experience

This position ensures brand consistency, oversees digital and customer experience transformations, and leads a high-performing team to support the organization’s growth objectives and service excellence.

KEY RESPONSIBILITES:

Strategic Leadership

• Develop and implement a comprehensive marketing and customer experience strategy aligned with overall business goals.
• Provide thought leadership in brand development, digital marketing, and loyalty initiatives.
• Ensure all campaigns and communications maintain brand consistency and resonate with target audiences.

Operational Oversight

• Approve and oversee major marketing campaigns, event concepts, and departmental budgets.
• Lead weekly team meetings to review performance metrics, resolve challenges, and set short-term priorities.
• Collaborate closely with the Executive Committee to align marketing strategies with casino operations and guest experience standards.

Performance Management

• Monitor and analyze marketing performance, customer engagement, and satisfaction metrics through monthly dashboards and analytics.
• Make data-informed decisions to optimize campaigns, initiatives, and team performance.
• Drive continuous improvement and innovation across all customer touchpoints.

Team Leadership

• Foster a collaborative, creative, and high-performing department culture.
• Mentor and develop team members, supporting professional growth and skills advancement.
• Lead cross-functional coordination with other departments to ensure an integrated guest experience.