About this role
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.
- 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