Job DescriptionThe 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
