Marketing Operations Manager

Position Overview:

The Marketing Operations Manager, in conjunction with the Senior Marketing Manager, is responsible for the planning, operation and management of the marketing operations functions including marketing strategy, direct marketing efforts, multichannel media efforts, entertainment strategy and day to day marketing operations.  The Marketing Operations Manager will assist the staff as necessary to facilitate the handling of guest interactions efficiently and professionally.  All duties are to be performed within the guidelines of the Mount Airy Casino Resort policies and procedures, Internal Control standards and Pennsylvania Gaming Control Board regulations.

Essential Job Functions:

• Responsible for the planning, operation and management of marketing functions including strategy, direct marketing, and media efforts.


• Designs, develops and implements promotional offers through mass media and direct mail programs.  Strategize opportunities to increase incremental business through campaigns with management.


• Coordinate advertising efforts within the scope of the Marketing plan as it relates to marketing operations.


• Work with internal and external partners to shape and maintain strategic vision for channel and engagement strategies, including on-site activations, guest experience, user-generated content and contests.


• Plan, manage and deploy social media content calendars and provide direction and update to partner agencies.


• Collaborate with creative and external teams to inform content strategy; facilitate creative asset launches with consistent messaging, cross-promotion and social optimization.


• Maintain proper tracking and reporting of all direct marketing campaign initiatives.


• Develops, implements, and maintains a targeted casino customer base, establishing strategies and production standards and developing policies and procedures for the accomplishment of objectives.


• Maintain and distribute monthly calendar of events in cooperation with marketing department leadership.


• Assist in the creation, development, and implementation of an effective strategy designed to maximize profitability by ensuring revenue opportunities meet or exceed expectations while prudently utilizing available resources.


• Promotes positive guest, employee and public relations at all times.


• Responsible for the quality, consistency and presentation of all services delivered to guests.


• Develops, implements and enforces departmental policies, procedures and standards, including complimentary criteria guidelines. 


• Sets departmental goals, objectives and guidelines.


• Develops and implements training programs to encompass general information, Players Club and loyalty programs and enrollment, complimentary criteria, system/PC software use, policies and procedures and service standards.


• Ensure adequate disbursement internal controls are in place to meet regulations and Income Audit standards.


• Maintain employee files, including attendance records.


• Coordinate with Finance Departments to ensure proper payment of authorized transactions in accordance to purchase orders, invoices and disbursement requests.


• Monitors all systems and applications for appropriateness and accuracy.


• Monitor and ensure expenses remain within operational projections to ensure property wide revenue producing capabilities are maintained or enhanced and guest/employee safety is maintained.


• Fosters good working relationships, coordinates efforts and communicates information with all related departments to ensure effective guest service and internal service. 


• Investigates and resolves all guest complaints and concerns.  Responds to all guests’ concerns, complaints or incidents in a timely and courteous manner.  Implements service recovery actions to remedy service failures.


• Effectively communicates all job/property related and pertinent information to superiors and subordinates.  Promptly communicates any concerns and issues to management.


• Prepares budgets and detailed financial hotel reports. 


• Interviews, hires and schedules staff to maintain appropriate staffing levels according to budgeted allocations and business needs.


• Evaluates and addresses employee job performance, providing praise, motivation and counseling appropriately.


• Handles payroll processes and departmental expenses, adhering to budgets.


• Ensures timely and appropriate issuance of performance appraisals for all direct reports and subordinates.


• Maintains a clean, safe, hazard and harassment free work environment.


• Assists in other projects and handles job tasks as deemed appropriate.  Attends meetings as necessary.


• Meets attendance guidelines and adheres to regulatory, departmental and company policies.

Essential Requirements:

• Must be able to perform each of the essential functions and responsibilities satisfactorily.


• Must be a minimum 18 years of age or older upon employment.


• High School Diploma or equivalent required.


• Three to five years of Marketing operations management experience required or an equivalent combination of education and experience.  Casino experience preferred.


• Proficient computer/PC skills, including Microsoft Office.


• Strong knowledge of property management, reservations and player tracking systems preferred.


• Possesses excellent customer service, organizational, communication and multi-tasking skills.


• Strong interpersonal, motivational and leadership qualities.


• Flexible to work any scheduled shifts and/or days, including weekends and holidays.


• Ability to perform basic calculations and understand, analyze, interpret and communicate guest or operational data and information to achieve objectives.


• Must be able to be approved for and maintain a valid Pennsylvania Gaming Control Board Licnese.

ADA Requirements:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The work environment characteristics described are representative of those an employee encounters while performing the essentials functions of this job.  Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Must be able to stand, walk and move through all property areas.  Must be able to stand or sit for long periods.


• Maintain physical stamina and proper mental state of mind to work under pressure in a fast paced environment and effectively deal with guests, management, employees and members of the business community.


• Adequate manual dexterity to operate office equipment and engage in light lifting.

Other Skills/Abilities:

• Must be able to handle exposure to areas where smoking is permitted.


• Must be able to speak, read, write and understand English.  Must have oral and aural acuity and ability to respond to cues.

Employment is contingent upon a favorable outcome of a background investigation and drug screening.

Mount Airy Casino Resort is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation.