Reporting to the Customer Experience Manager, this position is the primary relationship manager for a defined portfolio of valued guests. Acting as the personalized communication channel, this role builds loyalty and increases carded play and revenue through proactive, one-to-one engagement, visit coordination, and exceptional service delivery. This role focuses on creating memorable guest experiences by anticipating needs, answering questions, and ensuring tailored rewards and services are arranged in advance of visits. It also requires careful management of highly confidential player information including gaming habits, responsible gaming concerns, anti-money laundering (AML) situations, and personal details with the utmost discretion, integrity, and adherence to all company policies, regulatory requirements, and privacy legislation.

Serve as the primary contact for portfolio guests, delivering personalized communication, anticipating needs, and coordinating memorable visits. Manage a personal portfolio of up to 250 guests as the subject matter expert for all related daily tasks. Log all interactions and analyze player behaviour to optimize portfolio performance and maximize engagement. Partner with cross-functional teams to coordinate guest visits, share insights, and deliver seamless, high-quality experiences across all touchpoints. Deliver personalized hosting for on-and-off property events, ensuring guests feel welcomed, valued, and supported throughout their visit. Maintain strict confidentiality of guest information, including gaming activity, responsible gaming concerns, anti-money laundering (AML) alerts, and personal details. Participate in other projects and activities as required, in support of SIGA’s priorities.