SkyCity Adelaide is seeking a strategic and data-driven Customer Insights and Strategy Manager to lead our customer analytics function. This pivotal role is central to our strategy of leveraging customer data to drive profitable growth across our casino, hotel, and F&B offerings.
Reporting directly to the Head of Insights and Loyalty, you will be responsible for leading a team of analysts to transform complex customer data into actionable commercial strategies. You will own the end-to-end customer data strategy, from deep-dive analysis to predictive modelling, to inform our loyalty program, marketing campaigns, and overall customer experience.
Key to your success will be your ability to provide a holistic view of the customer journey. This involves synthesizing data from our casino loyalty program (including player preferences and rated play), hotel occupancy, and F&B spend to develop a unified customer value proposition and deliver a superior return on investment.
Key Accountabilities
* Lead, mentor, and develop a team of two analysts, setting the strategic direction for the customer insights function.
* Synthesize data from casino (table games, EGMs, eTG), hotel, and F&B systems to provide a 360-degree view of customer behaviour and value.
* Develop and monitor key casino performance metrics, working closely with Gaming Analysts to optimize player rating and operational efficiency.
* Partner with the Hotel Revenue Manager to strategically utilize hotel inventory as a lever to drive casino visitation and profitability.
* Design and measure the effectiveness of all marketing promotions and campaigns, providing data-driven recommendations for optimization.
* Own the strategic development and business case for our loyalty program, ensuring it effectively acquires, retains, and grows high-value customers.
* Deliver compelling presentations, reports, and ad-hoc analyses that tell a meaningful story and influence senior leadership in strategic decision-making.
About You
To be successful in this role, you will be an established leader with a proven track record in a complex, customer-centric environment, ideally within the casino, gaming, or integrated resort industry.
You possess a unique blend of deep analytical expertise, strong business acumen, and the leadership skills to guide a team and influence stakeholders. You are as comfortable diving into the data as you are presenting its strategic implications to the C-suite.
Essential Experience And Skills
* A minimum of 8 years of experience in customer/data analytics, with at least 5 years in a direct people-management role leading teams responsible for data analysis, loyalty program design, and campaign planning.
* Demonstrable experience in the casino/gaming industry, with a strong understanding of: casino loyalty programs and member acquisition strategies, player tracking systems and the mechanics of rating play across table games, EGMs, and eTGs, and key casino performance indicators (e.g., Hold, Theo, ADT).
* Proven ability to analyse and interpret data from multiple sources (casino, hotel, F&B) to form holistic business recommendations.
* Hands-on experience with analytical programming languages (e.g., SAS, R, Python, SQL) with the ability to guide and mentor a technical team.
* A strong commercial mindset, with the ability to consider factors beyond the raw data—such as operational feasibility and customer sentiment—when forming strategies.
* Exceptional communication skills, with a talent for distilling complex data into clear, actionable insights via PowerPoint, Excel, and executive-level write-ups.
* A degree in Mathematics, Statistics, Marketing, Management, Engineering, Computer Science, or a related quantitative field.
Highly Advantageous
* Experience in predictive analytics and modelling (e.g., churn prediction, lifetime value forecasting).
* Experience working in or closely with hotel revenue management.
What's in it for you?
Besides working with great people and getting firsthand experience of SkyCity's newest entertainment offerings, you will also be rewarded with a range of employee benefits including;
* Free employee meals available at our employee restaurant.
* In-house dry-cleaning service, which is also available for personal use at a discounted rate.
* Subsidised car parking and public transport tickets.
* Discounts available across SkyCity Adelaide venues.
* Free flu vaccinations, skins checks and other health checks.
* Employee reward and recognition programmes.
* Fantastic career and professional development opportunities.
If this sounds like the next role for you, please apply online today
No recruitment agencies please.
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