Title: Senior Director, Key Accounts & VIP Services

Employee Status: Regular Full Time

Work From Home Option: Fully Remote

FLSA Status: Exempt

Job Overview:

The Senior Director, Key Accounts & VIP Services will play a pivotal role in enhancing the overall customer experience for NYRA’s Horsemen’s Relations and NYRA Bets VIP clientele. This strategic position requires a dynamic and customer-focused individual to lead a team dedicated to providing top-notch service to our high-value betting customers, thoroughbred owners, trainers, jockeys and industry clients. The successful candidate will be instrumental in shaping and executing a comprehensive VIP strategy including retention programs as well as on-track experiences at Belmont Park and Saratoga Race Course. This individual will ensure that NYRA Bets remains the preferred choice for VIP wagering customers while working closely with the Chief Experience Officer to develop a robust hospitality program for horsemen.

Essential Functions:

• VIP Customer Relationship Management:
o Develop strategic customer focused initiatives to ensure satisfaction and loyalty with NYRA Bets VIPs and Horsemen’s Relations clientele.
o Implement personalized communication strategies to engage VIPs and address their unique needs.
o Build brand partnerships with outside vendors to create personalized and unparalleled experiences for our NYRA Bets VIPs and Horsemen’s Relations customers.
o Work with NYRA Tech to establish best in market rewards tracking and fulfillment.

• Team Leadership:
o Lead, mentor, and motivate a team of Key Account Managers and horsemen relations professionals to deliver exceptional service.
o Conduct regular training sessions to keep the team updated on industry trends and best practices. Hire and train temporary staff as needed during busy seasons (Belmont Stakes & Saratoga)

• Strategy and Planning:
o Develop and implement a comprehensive NYRA Bets VIP development and acquisition strategy aligned with the company's overall gaming objectives.
o Identify target VIP player segments, preferences, and behaviors to tailor engagement and acquisition strategies accordingly.
o Collaborate with racing office and SVP of Racing and other cross-functional teams, including marketing, product development, and analytics, to align initiatives with broader business goals.
o Build and maintain a robust pipeline of prospective VIP clients through research, networking, events, and industry engagements.
o Develop and manage lead generation programs specifically tailored to VIP prospects.
o Lead, mentor, and manage a team of VIP Services player development and VIP Account Managers.
o Set clear performance goals, provide regular feedback, and conduct performance evaluations.
o Foster a culture of excellence, accountability, and innovation within the VIP and Horsemen’s Relations team.
o Cultivate and maintain strong relationships with high-value prospects, showcasing the company's value proposition and tailored solutions.
o Collaborate closely with F&B, Hospitality, Sponsorships, Marketing, and Customer support teams to ensure a seamless transition from prospecting to onboarding and beyond.
o Monitor player activity and proactively identify opportunities to enhance the player experience, including through exclusive events, rewards, and promotions.
o Develop and execute strategies to maximize player lifetime value, increase player spend, and reduce churn among VIP players.
o Analyze player behavior, trends, and preferences to identify opportunities for revenue growth and optimization.
o Utilize data-driven insights and analytics to measure the effectiveness of VIP player development initiatives and make data-informed decisions.
o Create regular reports and dashboards for senior management, highlighting key performance metrics, player engagement, and revenue outcomes.
 Determine and report on ongoing basis ROI of each player when considering rebates and other benefits/privileges players receive.
o Drive, support and evaluate Rebate program to ensure proper allowances are aligned with already determine earned margins in each market (state). Look for ways to expand or repurpose the Rebate program.
 Work with NYRA Bets Operations to quantify rebate levels, segements and amounts within the program.
o Communicating with customers evenings, weekends, and holidays is often necessary and required.


• Issue Resolution:
o Act as the escalation point for VIP and Horsemen’s Relations customer issues, ensuring prompt and satisfactory resolution. Work closely with relevant departments to address and resolve customer concerns including deposit limits, on-track dining/seating, rebates, etc.

• Event Planning:
o Plan and execute exclusive VIP events, both virtual and in-person at NYRA facilities or off-track, to enhance customer engagement.
o Coordinate with relevant departments to ensure seamless event logistics.

Qualifications:

Education (minimum): High School Diploma, College Degree Preferred

Experience: 10+ years in a professional environment

Summary of Physical Requirements and Work Environment:

The position requires a combination of light movement and seated activities.

Pay Range / Salary: