Seminole Hard Rock Support Services · 19 hours ago
DIRECTOR - LOYALTY PARTNERSHIP AND BENEFITS
Davie, FL
Full-time
Hybrid
Director/Executive
10+ years expSeminole Hard Rock Support Services is focused on enhancing the value and performance of their loyalty program through strategic partnerships. The Director of Loyalty Partnerships & Benefits will lead partner acquisition and management, drive member engagement, and optimize partnership effectiveness to ensure long-term growth and success.
Hospitality
Responsibilities
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
Qualification
Required
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
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
Company
Seminole Hard Rock Support Services
Seminole Hard Rock Support Services was created to provide support worldwide to hotels, casinos and cafes for Seminole Gaming and Hard Rock International.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jeff Hook
EVP & CMO
Karen Hewitt, M. Ed.
Director of DEI Strategic Partnerships
Company data provided by crunchbase