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Position Summary:
This position is responsible for partnering with Mohegan properties and entities to develop, capture, analyze, and optimize data within the Momentum loyalty program. This role evaluates program performance, guest engagement, member value, and cross-property participation through data-driven insights and reporting. The position supports loyalty program design, benefits, rules, and governance; develops key performance metrics; and provides recommendations to enhance guest acquisition, retention, and loyalty. Working closely with property marketing teams, business leaders, and Mohegan Digital, the Manager helps ensure loyalty initiatives align with business objectives and deliver consistent guest experience across property and digital channels. The role also serves as a resource on loyalty trends, competitive practices, and emerging technologies to support the continued growth and evolution of Momentum.
Primary Duties and Responsibilities includes but are not limited to:
- Adheres to all privacy requirements for each jurisdiction and maintains strict oversight of data capture, usage, and sharing.
- Facilitates the creation, measurement, and ongoing refinement of performance metrics for the loyalty program, including new and reactivated members, cross-property offers, guest engagement, benefit utilization, program profitability, and member value.
- Develops and executes evaluation, analysis, forecasting, testing, and recommendation processes for loyalty initiatives and Momentum member behavior.
- Supports and advises Mohegan properties and corporate partners on Momentum program strategy and design, including benefits architecture, earning and redemption mechanics, status structure, program rules, data structure, segmentation, reporting, performance tracking, governance, and cross-property alignment.
- Advises Mohegan properties and corporate partners in the ongoing review of existing and proposed loyalty benefits, providing analysis and recommendations related to member relevance, utilization, financial impact, operational feasibility, competitive differentiation, and alignment with the Momentum value proposition, including opportunities to introduce, modify, or retire benefits.
- Supports cross-functional collaboration among property, digital, finance, operations, technology, and guest-experience teams by providing loyalty expertise, analytical insights, and recommendations that help properties develop cohesive benefits designed to encourage acquisition, engagement, retention, cross-property visitation, and hybrid participation.
- Ensures that data elements identified by the business are mapped, integrated, and available for segmentation, program analysis, and strategic decision-making.
- Synchronizes loyalty program guest-facing systems to support a consistent and connected omni-channel guest experience across property and digital touchpoints.
- Proactively presents trends, insights, and concise narratives that translate findings into actionable recommendations for senior leaders and business partners.
- Interprets data, member feedback, and competitive intelligence to identify opportunities for strategic initiatives, campaign optimization, process improvement, benefit enhancements, and the ongoing evolution of the loyalty program.
- Establishes a recurring competitive-intelligence process to monitor loyalty program trends, emerging technologies, competitive offerings, and leading practices within gaming and across hospitality, travel, retail, financial services, entertainment, and other consumer industries; translates relevant developments into actionable recommendations and a roadmap for Momentum.
- Understands differences between market areas and adjusts strategies, program design, benefits, analysis, and recommendations accordingly.
- Manages the acquisition and integration of data elements into the Momentum database.
- Aligns analytic activities with overall business strategy when helping guide team direction, projects, and processes
- Develops and delivers reports, dashboards, presentations, and data-driven insights that communicate loyalty program performance, trends, and opportunities to stakeholders across Mohegan properties and Mohegan Digital
- Maintains a strong understanding of consumer behavior, loyalty strategy, program structures, benefits design, member economics, marketing analytics, and loyalty trends within and beyond the gaming industry.
Minimum Education and Qualifications:
- Bachelor’s Degree in Economics, Accounting, Finance, Statistics, Applied Mathematics, Marketing Analytics, or a related field.
- Three years of progressive experience in loyalty strategy, program analysis, administration, program design, benefits development, program structures, rules engines, or a closely related area.
- Demonstrated knowledge of current loyalty program trends, competitive practices, and emerging technologies within gaming and in adjacent industries such as hospitality, travel, retail, financial services, and entertainment, with the ability to apply relevant practices to program strategy.
- Experience developing or evaluating loyalty benefits, tier or status structures, earning and redemption mechanics, member value propositions, program economics, and business cases for program enhancements.
- Three years of experience with GMS/CMS programs such as ACSC and IGT.
- Three years of data warehouse experience.
- Ability to analyze and understand marketing plan components and the interaction between different campaigns.
- Demonstrated experience applying analytics, competitive intelligence, and data-driven insights to support and influence business, marketing, loyalty and guest-experience decisions
- Demonstrated ability to collaborate effectively across diverse teams, build strong partnerships, and contribute innovative ideas to support business and loyalty program objectives
- Working knowledge of statistical or analytical modeling.
- Intermediate to expert knowledge of SQL coding and programs, business intelligence tools, and related databases
- Intermediate knowledge of Microsoft office suite products and applications
- In lieu of degree, five years of experience in related roles such as Database Marketing, Loyalty Strategy, Revenue Management, Financial Analytics, or Marketing Analysis may be considered.
Competencies: Incumbent will master the following competencies while in this position:
- Intermediate project management skills, including planning, prioritization, and the ability to manage multiple projects and resources concurrently.
- Ability to translate member needs, business objectives, financial considerations, and market trends into effective loyalty program and benefits design.
- Ability to define business requirements for technical solutions.
- Ability to establish objective measures for programs, teams, and processes to improve organizational performance.
- Experience presenting to varied audiences and translating complex analysis into clear, impactful recommendations.
Training Requirements:
- Certifications as required by Mohegan
- Knowledge of Mohegan corporate and department policies and procedures
- Appropriate regulations that pertain to Mohegan Information Systems
Physical Demands and Work Environment:
- Fast paced office work environment.
- Must be able to sit in front of a computer screen for extended periods of time
- Must be able to work various shifts and flexible hours.
- Occasional travel may be required
This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. Mohegan reserves the right to make changes to the above job description whenever necessary.
Work Shift:
Regular
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Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.
