Customer Insights & Strategy Manager

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 :

Highly Advantageous :

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;

If this sounds like the next role for you, please apply online today!

No recruitment agencies please.

At SkyCity, our career opportunities are as diverse as our workforce. We don't just embrace differences; we value and support them. Our hiring is centred on capability and performance, regardless of gender, gender identity, race, origin, age, educational background, disability, or religious beliefs. We're here to empower you to shine. Our willingness to adapt ensures you can chart your path with us! Join us at SkyCity and be extraordinary by being you.