Fontainebleau Rewards Supervisor

at  Fontainebleau Las Vegas

POSITION OVERVIEW

The Fontainebleau Rewards Supervisor will play a crucial role in ensuring exceptional customer service and fostering strong relationships with our loyal guests. The supervisor ensures the effective implementation and day-to-day management of the loyalty club, focusing on enhancing customer engagement, loyalty, and satisfaction.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• High School diploma or equivalent required
• Minimum of six (6) months of experience in loyalty program management, marketing, or related role
• Proven experience in loyalty program management, customer relationship management, or a similar role, with a successful track record of driving customer engagement and loyalty
• Excellent project management and organizational skills, with the ability to manage multiple initiatives simultaneously
• Proficiency in using customer data platforms (CDPs), loyalty software, and data analytics tools
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Creative thinking and innovation in developing new ideas and strategies for the loyalty club program
• Familiarity with customer loyalty trends, industry best practices, and emerging technologies
• A passion for customer experience, relationship building, and driving brand loyalty
• Ability to actively influence and drive collaboration with individuals or groups at various levels within and outside of the organization
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
• Work in a fast-paced, busy, and somewhat stressful environment

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Motivate a team of customer service representatives to deliver outstanding service and exceed customer expectations.
• Provide coaching, training, and guidance to members to ensure consistent performance and professional growth
• Engage members through targeted communications, promotions, and events
• Foster strong relationships with loyalty club members by promoting personalized experiences and tailored rewards
• Monitor inventory, fulfillment, and distribution of rewards
• Handle escalated customer inquiries, concerns, and complaints that require supervisory attention; Ensure timely resolution of issues while maintaining a high level of customer satisfaction
• Build and maintain strong relationships with loyal customers by understanding their needs, preferences, and feedback; Proactively identify opportunities to enhance their experience and drive loyalty
• Develop action plans to address any performance gaps and improve overall team performance
• Collaborate with various internal departments, including marketing, sales, and product teams, to align loyalty programs with broader company strategies and goals. Provide input on customer needs and preferences to drive product and service enhancements
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

SUPERVISORY RESPONSIBILITIES

This position does not have any supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• High School diploma or equivalent required
• Minimum of six (6) months of experience in loyalty program management, marketing, or related role
• Proven experience in loyalty program management, customer relationship management, or a similar role, with a successful track record of driving customer engagement and loyalty
• Excellent project management and organizational skills, with the ability to manage multiple initiatives simultaneously
• Proficiency in using customer data platforms (CDPs), loyalty software, and data analytics tools
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Creative thinking and innovation in developing new ideas and strategies for the loyalty club program
• Familiarity with customer loyalty trends, industry best practices, and emerging technologies
• A passion for customer experience, relationship building, and driving brand loyalty
• Ability to actively influence and drive collaboration with individuals or groups at various levels within and outside of the organization
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
• Work in a fast-paced, busy, and somewhat stressful environmen