Website Sun International
The Sun International brand has a proud legacy in the gaming, hospitality and entertainment sector. Its superior hotels and resorts portfolio makes it a recognized premium brand. The Sun International Group has a diverse portfolio of assets including world class five star hotels, modern and well loc… read moreated casinos, and some of the world’s premier resorts. Our destinations offer experiential luxury, enduring quality and incredible adventure, supported by an authentic dedication to personal service. Today, Sun International is one of Africa’s largest tourism, leisure and gaming groups and operates or has an interest in a total of 18 resorts, luxury hotels and casinos. Our entry into Latin America began in Chile in 2008 and has been a success story for the Group, giving us the track record and confidence to look for more opportunities that offer gaming opportunities in the region. Sun International’s Latin American portfolio (Monticello Grand Casino in Chile, the Ocean Club Casino in Panama and the Sun Nao Casino in Colombia) has now been merged with the casino and hotel portfolio of Chile-based leader in the gaming and entertainment industry, Dreams SA, making it the largest gaming company in Latin America with operations in Chile, Peru, Colombia and Panama. Our approach has been to differentiate our hotels, resorts and casinos in architecture, service, experience, location and the mix of entertainment and activities. Creating lasting memories for our guests and customers is a core part of our DNA. We’ve created some the world’s most iconic hotels from The Palace of The Lost City at Sun City to The Table Bay Hotel in Cape Town. The creative architecture of these properties and the blending of their designs with their local environment make each property unique. We are committed to the development of all our employees and we make sure that equal opportunities and economic empowerment form the backbone of our human resource practices. 6 Sandown Valley Crescent, Sandton Gauteng, South Africa
Job Purpose
The Marketing Operations Manager will be responsible for providing leadership and management of the marketing team and function for the business unit, including the planning and delivery of various gaming marketing initiatives.
The role will collaborate with central marketing and operations management in customising and coordinating the unit’s Customer Experience plans (including promotions, activations and Loyalty Programme); ensuring database integrity; and implementing digital marketing campaigns to support the business in maximising footfall to the property.
In so doing the role will support the customer acquisition, growth, reactivation and retention plans and build the unit’s brand as the hospitality brand of choice.
The role will also focus on building a solid marketing talent pipeline to support innovative and sustainable marketing solutions.
Key Performance Areas
Core Behavioural competencies:
Analysing
Creating solutions (Deciding; Innovating)
Taking action (Initiating; Organising; Taking ownership)
Implementing skills (Managing projects, driving results, creating customer experiences)
Controlling (risks, results and relationships) ** Relating (connecting, valuing diversity, interacting)
Integrating (Collaborating; Managing conflict)
Influencing (Persuading; Informing; Coaching)
Leading People
Maintaining focus
Emotional maturity
Technical / Proficiency competencies:
Industry knowledge
Marketing research
English Verbal & Written Communication skills
Financial & Business Acumen
Digital acumen including Social Media platforms.
Networking skills
Cultural understanding & protocol
Business Intelligence interpretation
Proficient Computer Skills (MS Office / Opera / Single View of the Customer)
Key Outputs:
Delivered Marketing Plans & Results
Understand the business strategy and develop objectives and delivery plans for the business unit marketing function to enable increased footfall to the property
Provide input into new and innovative marketing plans and leverage relationships to promote revenues and competitive edge and support the operationalisation of the gaming strategy
Collaborate with the central marketing teams to grow the unit’s Gaming brand across various online platforms and social media channels to increase customer recognition and grow interest and excitement around the brand as the casino brand of choice
Conduct market research collection, analysis, and interpretation of data and business intelligence tools to provide a clear view of customer preferences
Influence and co-ordinate promotions and activations (including events, entertainment) by determining and evaluating customer trends and preferences; and adapt plans to meet changing business priorities
Collaborate with operations to develop retention and acquisition plans to identify opportunities for new acquisition, site visitations and revenue spend
Investigate and compile a client synopsis which provides specific value add information that informs decision making
Conduct meet-and-greets and entertain whenever required
Monitor and audit the unit’s customer relationship database to ensure the data is complete and accurate and provides consistent and reliable insights into the unit’s customers, their preferences and feedback
Develop and measure marketing campaigns (including digital) to support the achievement of Gaming business objectives, based on BI insights and data analyses
Support VIP and key customer relationships to grow customer visitation, acquisition and retention targets
Measure and report on the ROI impact of various marketing initiatives and activations, including digital marketing campaigns
Campaign Management:
Define and adapt the business unit CVP as required
Collaborate with central Marketing teams to create a strong and consistent brand identity for and online reputation management the business unit
Develop and co-ordinate multi-channel acquisition campaigns both online and offline in line with available budget
Co-ordinate and manage logistics and execution of promotions and activation events
Develop and complete the planning of promotions/campaigns and entertainment events that are relevant to the target market and innovative (fresh) in approach
Collaborate with the central marketing team to develop initiatives and online content to promote the unit including SEO; Paid media; Social Media
Provide innovative solutions and campaign objectives for the delivery of strategic objectives at a unit level
Monitors implementation to ensure that the campaigns and objectives are rolled out as per plan
Attend events to leverage opportunities to acquire new business and build solid relationships with key customers
Authorise proofs on all content and manage the distribution of brochures and marketing collateral and toolkits across the unit
Collect feedback from internal stakeholders regarding campaign success and post-mortem evaluations
Delivered Loyalty Management:
Liaise with central Marketing to develop retention and acquisition campaigns
Manage and monitor the implementation of the Loyalty Programme for the unit
Manage the customer database hygiene to ensure thorough and accurate data is available for analysis
Conduct analyses of customer data around their behaviour to enable customer-based solutions in growing footfall and spend and ultimately revenue for the unit
Communicates campaign and loyalty programme plans and activations with key stakeholders
Monitors implementation to ensure that the campaign is rolled out as per plan
Utilises and optimises relevant systems and its tools
Analyse and report on the effectiveness of campaigns
Stakeholder Relationship Management:
Communicates with internal stakeholders on marketing plans, ensuring their full understanding for implementation
Communicates and negotiates with external vendors, agents, entertainers, etc. – builds and maintains strong relationships to ensure credibility and trust to leverage future business
Liaise with central sales and marketing departments to ensure synergy on objectives and campaigns
Briefs and manages vendor contract deliverables
Communicates and updates business unit team with regards promotions, events, entertainment happening across the complex, so everyone is sufficiently informed of happenings
Budget Management:
Responsible for the following financial processes for the Unit Marketing function including:
Developing and managing the departmental budget
Revenue maximization activities and results (ROI)
Cost and expense management
Capex
PIP and forecasting
Provide feedback on the financial report for the function
Feedback on the ROI of campaigns and marketing initiatives and recommendations
People Management:
Manage positive Employee relations within the department
Drives a performance management culture
Provides direction and support to employees with regard to marketing initiatives, campaigns and innovations
Provides motivation and leadership to promote positive working relationships
Track, measure and enhance employee engagement
Identify and manage training, coaching and development requirements in line with plans and initiatives
Manage internal communication and development interventions to ensure competence levels of staff meet operational level requirements (right fit for the job)
Source and Select talent as per EE plan
Ensure alignment with EE, SD and procurement strategies which contribute towards BBBEE targets being achieved
Performance Management and coaching of staff to ensure KPA’s are achieved
Job Requirements
Education and Experience
Minimum of a 3-year B Degree in Marketing or equivalent
Minimum of 5 years’ marketing experience with 3 years in a PR and / or Promotions position
Marketing management experience is an advantage, preferably obtained within the casino and or hospitality environment
Meets the requirements for a key gaming licence
Ability to travel locally
Ability to work shifts that meet operational requirements
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Apply via company website ( https://www.suninternational.com/ ) or