Customer Engagement Manager (Las Vegas)

Job description

The Manager, Customer Engagement will lead Caesars' Service Recovery function, responsible for proactively identifying and recovering customer revenue opportunities created by friction across the customer lifecycle. This role oversees a team dedicated to customer outreach, player reactivation, registration completion, deposit recovery, account reinstatement, and retention of inactive customers. The Manager establishes strategy, operating model, performance metrics, and cross-functional partnerships to improve the customer experience while delivering measurable revenue growth.

Responsibilities

Develop and execute the Service Recovery strategy to maximize customer retention and revenue recovery. Lead a team of Supervisors and Service Recovery Specialists, providing coaching and performance management. Drive initiatives supporting registration recovery, KYC-to-deposit conversion, high-value prospect activation, failed deposit recovery, source-of-funds assistance, account recovery, and dormant player reactivation.

Develop reporting and analytics to measure conversion, retention, and NGR performance. Partner with Customer Service, Analytics, VIP, CRM, Product, Payments, Fraud, Risk, and Marketing teams. Identify root causes of customer friction and implement process improvements.

Qualifications

Bachelor's degree or equivalent experience. 5+ years in customer operations, customer success, retention, account management, or customer service. 3+ years of leadership experience. Strong analytical and reporting capabilities. Experience managing outbound customer engagement programs. Gaming, sportsbook, casino, fintech, or digital platform experience preferred. Success Measures Revenue recovered and retained NGR contribution Recovery conversion rates Dormant customer reactivation rates Registration-to-deposit conversion rates Customer satisfaction performance Reduction of recurring customer friction points