Job purpose

Holds responsibility for the growth and maintenance of the mass-market population and for meeting promotion response targets and enrollments on a shift-to-shift basis. Oversees the Loyalty Operation within NagaWorld’s complex and holds responsibility for the achievement of daily, weekly, and monthly KPIs. Compiles daily shift reports and provides them to management, identifies any abnormal gaming activity, ratings, or prize claims, and follows up with reasonable investigations. The department’s image, including staff grooming, desk presentation, staff attitudes, and artwork/flyers—falls under the responsibility of the Shift Manager. Liaises with other departments to handle points and promotional adjustments and resolves any IT hardware or software problems.

Duties and responsibilities

Ensure Compliance to Rules and Regulations

  • Ensures compliance with all NagaWorld’s standards or relevant industry standards during all aspects of work
  • Ensures adherence to NagaWorld’s Code of Conduct, Internal Rules, and Regulations at all times

General Job Functions

  • Orients and develops staff to meet performance standards and ensure punctuality and professionalism
  • Oversees the Loyalty team’s performance to meet assigned targets and reviews work methods
  • Conducts daily shift briefing to inform staff of promotions, product knowledge, and operational updates
  • Manages daily handover between incoming and outgoing Shift Managers, including outstanding case updates
  • Processes voids, reconciles voucher count, and reviews lost card collection and destruction
  • Monitors promotional adjustments and ensures compliance with player ban per SOP
  • Delivers daily shift report and bi-hourly update to management on key performance metrics
  • Assists with IT system testing by creating and distributing test card for error resolution
  • Any other tasks assigned

Qualifications

  • Minimum High School Graduate or equivalent education required
  • Minimum 5 years of experience in a casino marketing environment focused on service provision operations
  • Proficient in systems such as CMP, Opera, and TraffGen, with a willingness to explore and propose affordable, useful technologies or apps that might enhance business flow
  • Proficient in Microsoft Office, including Excel, PowerPoint, Word, and Outlook
  • English and Mandarin Language Proficiency

Working conditions

This position may require extended working hours and may include evenings, weekends, and public holidays.

Direct reports

Any person(s) nominated by management.

How to apply

Please submit CV, highlighting job position to careers@nagaworld.com
Talent Acquisition – Group Human Resources
NagaWorld® Limited
Samdech Techo Hun Sen Park, Phnom Penh, Kingdom of Cambodia.

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