The position of Vice President, Direct Sales oversees the outbound telemarketing sales efforts for our gaming patrons. This individual is tasked with running the day-to-day operations of a team of telemarketing professionals, evaluating production and ensuring appropriate quality assurance. This position will provide thought leadership on direct marketing including the development of offers and coordinating related benefits. In the short-to-midterm, this position will oversee the initial development of the outbound sales team including project managing MIS infrastructure, organizational development and logistics. Candidate should possess at least five years of intimate knowledge in the Macao gaming industry. Candidate is expected to make presentations to senior management on a regular basis

PRIMARY RESPONSIBILITIES:

• Participate in planning and developing programs for attracting and retaining customers, based on short and long term analysis of market
• Focus on communicating all casino marketing initiatives including events, promotions, customer prospecting / development / retention
• Manage, review and forecast room blocks based on any upcoming events, promotions, holidays and any departmental needs for mass and premium players
• Work closely with Revenue Management and Hotel Operations in order to maximizing hotel occupancy and optimize the hotel revenue by filling them with the appropriate casino patrons
• Periodically review and make changes to the incentive scheme for sales executives
• Be able to meet goals and budget targets set out by Senior Management and identify key drivers to give proper direction to the team to meet the targets
• Understand service requirements of database and prospective markets
• Assist in developing direct offers (Direct Mail, SMS, and Loyalty Program)
• Monitor daily operations in terms of phone calls received and allocation of resources to assist with various on-going and quality assurance
• Work with Revenue management on developing the Customer Relationship Marketing program (CRM) in order to fulfill the operating needs
• Understand and effectively utilize computerized operational systems and work closely with IT department to develop either new system or enhance the current system

PRIMARY RESPONSIBILITIES:

• Participate in the research, development, evaluation and implementation of new products, services, technology and processes to ensure Melco Brands competitive position and in anticipation of changing customer needs within the dynamic hospitality/gaming environment
• Manage, review and forecast daily room blocks based on any upcoming events, promotions, holidays and any departmental needs for mass and premium players
• Assist in all outbound calls for gaming and non-gaming departments within Melco
• Work closely with Casino Marketing on the daily room utilization, host incentive scheme and assist on calling host’s coded patrons
• Create database to maintain integrity and reliability of information obtained in key customer feedback studies
• Be able to maintain portfolio of assigned active and inactive players

KEY PERFORMANCE INDICATORS:

• Good and friendly communication manner
• Teaching ability
• Display a high commitment in delivering and improving customer service
• Develops and maintains constructive relationships with colleagues and external visitors
• Timely completion of delegated tasks with accuracy

QUALIFICATIONS:

Experience

• Successful candidates must have at least five years of relevant work experience; in which three years are in similar position
• Candidates must have prior experience in casino marketing, direct marketing or strategic marketing
• In addition, candidate must have experience in developing and managing productivity and a corresponding incentive scheme
• Preference is given to candidates with gaming or hospitality experience within Macao

Education

• Candidates must hold a degree from a major, accredited institution in the fields of hospitality, gaming, statistics, marketing, finance, engineering, business administration or mathematics.
• Preference is given to candidates with a post graduate degree from a major, accredited institution

Skills / Competencies

• Building a team based, customer focused service culture;
• Reinforcing the ‘role model’ concept
• Lead by example
• Demonstrate integrity in everyday activities and recognizing and rewarding staff performance.
• Responsible for the on-going learning and development of staff, individual’s needs are sought and individual development plans are introduced.
• Candidate must have a mature presentation style and be comfortable interacting with senior management continuously
• Candidates should have strong English writing and excellent Cantonese/Mandarin speaking skills
• Candidate must be near expert proficiency in MS Excel and quite strong in PowerPoint
• Strong project management skills is a must