DIRECTOR - LOYALTY PARTNERSHIP AND BENEFITS

The Director of Loyalty Partnerships & Benefits is responsible for developing, managing, and optimizing strategic partnerships that enhance the value, reach, and performance of the organization’s loyalty program. This role leads partner acquisition, contract negotiations, day‑to‑day partner management, and cross‑functional execution to drive member engagement, incremental revenue, and long‑term relationship growth. This role also owns the management of External Casino Partnership program, ensuring high perceived value and strong differentiation for members. The ideal candidate blends strategic vision with operational excellence, exceptional relationship management, and a strong understanding of loyalty ecosystems.

• Identify, evaluate, and prioritize new partnership opportunities that align with loyalty program goals and customer value propositions.
• Develop data‑informed business cases, partnership models, and go‑to‑market strategies.
• Lead end‑to‑end negotiation of commercial terms, contracts, and integration requirements.
• Collaborate with Product, Finance, Legal, Marketing, and Technology teams to evaluate feasibility and ensure partnership success.
• Oversee the launch of new partners, ensuring flawless cross‑functional execution, technical implementation, alignment on KPIs, marketing rollout and timely delivery.
• Develop and maintain partner playbooks, performance dashboards, and processes to standardize partner onboarding and ongoing operations.
• Ensure compliance with brand, regulatory, financial, and technical standards across all partnerships.
• Serve as the strategic point of contact for key partners, ensuring mutual value creation and long‑term growth.
• Conduct quarterly business reviews (QBRs), performance analysis, and evaluation of optimization opportunities.
• Collaborate with partners on co‑marketing campaigns, product enhancements, and customer experience improvements.
• Identify underperforming partnerships and create action plans to improve, restructure, or sunset them.
• Own partnership KPIs and drive continuous improvement across engagement, revenue, acquisition, and satisfaction metrics. Share actionable insights with leadership teams.
• Monitor industry trends, competitive insights, and consumer behaviors to inform partnership strategy.
• Conduct competitive analysis across gaming and hospitality sectors to benchmark benefit offerings, ensuring reciprocal tier benefits and program enhancements are differentiated and strategically aligned with high‑value player expectations.
• Forecast partner-driven revenue and support annual planning processes.
• Collaborate with Marketing and Loyalty Operations to create clear, compelling internal communications and external member communications and benefit education.
• Develop and manage external casino partnerships that strengthen the loyalty value proposition and drive measurable player engagement, retention, and long‑term revenue, aligning with industry best practices emphasizing loyalty as a core retention strategy.
• Evaluate and negotiate partnership structures including tier‑match programs, points‑earning models, and VIP experiential benefits, consistent with casino loyalty program models such as points‑based and tier‑based systems.
• Partner with Analytics team to define and manage KPIs for casino partnerships to assess player value and partnership success within casino ecosystems.
• Collaborate with internal teams and external casino operators to ensure compliance with gambling marketing regulations—including responsible gaming requirements—when implementing co‑marketing, advertising, and promotional benefits.
• Lead data integration and reporting between partners, ensuring accurate tracking, member eligibility, and KPI monitoring utilizing loyalty program governance best practices
• Design and deliver premium tier benefits with partner casinos, including exclusive experiences and high‑value perks, supporting the retention of high‑worth players.
• Manage annual casino partnership planning cycles, including benefit refresh, performance reviews, strategic realignment, and optimization of partnership terms to maximize mutual value and elevate member experience. 
• Ensure alignment between Tier Benefits, partnership strategy, and overall loyalty program goals.

Experience:

• Bachelor’s degree in Business, Marketing, Strategy, or related field.
• 10+ years of experience in loyalty, strategic partnerships, business development, or CRM.
• Proven track record developing and managing high‑impact partnerships.
• Strong negotiation, communication, and executive‑level presentation skills.
• Experience leading cross-functional initiatives in fast-paced environments.
• Analytical mindset with ability to interpret data and drive insights‑led decisions.
• Experience in loyalty marketing, travel, hospitality, retail, financial services, or consumer brands.
• Familiarity with loyalty point systems, rewards currencies, and digital customer journeys.

Knowledge, Skills, Abilities:

• Possess excellent verbal and written communication skills and the ability to interact professionally with diverse personalities, executives, managers, and subject matter experts
• Strong detail orientation. Brings a high degree of initiative and focus on results.
• Ability to manage multiple projects and deadlines
• Good foundational Math skills including basic statistics and interpreting graphical data
• Maintain willingness to learn innovative technologies and enhance technical skills through formal and on-the-job training
• Thrives in a fast-paced, dynamic, and agile environment that can pivot quickly
• Must demonstrate positivity, a “yes we can” doer attitude, be team oriented, and a builder amongst challenges.
• Willingness to work extended shifts during critical business periods

Work Environment:

Duties and responsibilities are typically performed in a professional office setting or can be done as a remote employee with frequent digital communication.

Pre-Employment Process:

Employment with Seminole Hard Rock Support Services requires the successful completion of the pre-employment process; to include a satisfactory background check.

Closing:

Seminole Hard Rock Support Services is an equal opportunity employer. We strive to foster an inclusive workplace culture for every team member. Seminole Hard Rock Support Services welcomes and encourages applications from people with disabilities. Reasonable accommodations are available upon request for candidates taking part in all aspects of the selection process.