Expert in Casino Gaming Operations and Compliance.
Expert ID: 735920 United Kingdom
Seasoned executive who thrives in challenging fast-paced, customer-focused environments with experience delivering all aspects of gaming hospitality and leisure operations, business process alignment, project management, and practical solutions to the leisure and hospitality industry. Recognized for taking companies through changes and challenge to profitable growth, utilizes strengths in business, commercial, financial, and technology acumen to advance organisational objectives.
Extensive experience in business analysis, strategic planning that improves workforce environments, enhances staff diversity, and refines organisational performance while driving employee engagement to achieve organisational excellence.
Highlights of Expertise:
Business Operations & Management
Customer Experience and Engagement
Competitive Analysis & Strategic Planning
Finance & Profit Optimization
Product & Sales Focus
Client Relationship Management (CRM)
Strong Negotiation Skills
Customer Lifecycle Management
P & L Accountability
Lean Operations & Streamlining Operations
Corporate Social Responsibility (CSR)
Leadership & Team Building
Acquisition & Retention Marketing
Expert may consult nationally and internationally, and is also local to the following cities: London - Tallinn
|Years: 2019 to Present||Employer: Undisclosed||Title: Group Commercial Operations and Marketing Director||Department: Head Office||Responsibilities: Development strategy for new markets, development and compliance with all European legislation in regards to AML / KYC. Leading project management office on implementation of GDPR and its impact on loyalty programs and CRM activities.
Reporting directly to the CEO, leading the Project Management Office, driving revenue growth initiatives across 6 countries, marketing, scheduling, customer service, and product development across the estate.
Development of Group strategy for all land-based sports betting, from assessment to implementation, identifying key stakeholders and influencers.
Drove 15% revenue growth across estate in first 6 months.
Leading current local marketing resources in the development of events, DM, CRM, and acquisition strategy and structure.
Leading the International Vip development program, developing changes to access to funds, e wallet, cryptocurrency, alongside a structured rep program covering, UK, Israel, Turkey, Middle East, and India.
Involved in the M&A committee, providing research, analysis, and expertise in all facets of potential opportunities.
Supporting and providing guidance to Compliance Dept in all matters relating to AML and KYC. Devised current EDD policy for group.
Devised and implemented working structure between online (OlyBet) and land-based operations, reducing costs and driving player acquisition.
|Years: 2016 to 2019||Employer: Carnival Corporation||Title: Senior Director of Operations (Europe)||Department: Global Casino Operations||Responsibilities: Operational responsibility for all gaming operations including cash desk management on 35 cruise ships across 4 brands.
Provide oversight of operational and financial functions; create global business plans that expand sales to new markets and rebrand solutions with new marketing strategies, highlighting competitive advantages and value proposition.
SENIOR DIRECTOR, GLOBAL CASINO OPERATIONS - EUROPE (2016 to 10/2018)
Direct the gaming operations across all Carnival Corporations’ European brands, P&O, Cunard, Aida, and Costa, and oversight of 36 vessels that deliver revenues of over $80M.
Maintained best practice standards which included optimizing corporate vision across diverse international jurisdictions and corporate cultures between the Carnival brands.
Introduced strategies in the restructuring of Labor and operational efficiencies that resulted in 12% revenue growth.
Structured implementation of internal CRM strategy managed direct marketing programs and customer acquisition through external land-based casino operations in the US and Europe which led to a 17% revenue growth in the Vip metric.
Directed and supervised the performance of multiple teams through strategic processes and drove Carnival’s Customer Satisfaction program, which increased NPS scores by +10 points and successfully reached company high of +6
Maintained organisational stability; ownership of multi-million product reinvestment schedules and new builds, involved in design, planning, and purchasing for gaming operations of 5 new cruise ships.
Facilitated analysis on vendor purchases, utilized skilled negotiations to reduce costs and ensure products are reasonably priced across the operations.
|Years: 2008 to 2016||Employer: Caesars Entertainment EMEA||Title: Regional Operations Director||Department: Operations||Responsibilities: Operational responsibility for multiple sites across UK, licence applications, introduction and implementation of all new AML / KYC legislation.
Held P&L responsibility with goal to increase market share and maintain organisational bottom lines for the world’s most geographically diversified casino-entertainment company.
Managed development processes to initiate significant change that drove the failing businesses to the top 3 in group within 9 months, grew group profits by 15% through yield management strategy and utilization of CRM.
Led project workforce in processes that enhanced sales productivity, which successfully doubled EBITDA contribution over 3 years, exceeding budgeted EBITDA by 60%.
Introduced and established novel gaming analytics tools that increased table yield by 15% across Caesars international operations and drove 10% profit.
Successfully achieved robust player acquisition through new business initiatives and expanded service offerings to target high network individuals.
|Years: 2005 to 2008||Employer: Rank Group||Title: REGIONAL OPERATIONS MANAGER||Department:||Responsibilities: Delivered outstanding results and service for the UK’s largest casino operator; operated 5 units with focus on developing strategic training programs and initiatives that drove articulate marketing programs to increase revenue growth and consistency in customer experience across the organization.
Streamlined creative marketing strategies, created budgets, identified areas of opportunity, and optimized staffing initiatives to achieve long-term strategy goals.
Successfully increased property visitation by 25% year on year (YoY) resulting in a 15% increase in revenue.
Organised and effectively led employees to ensure growth and cultivate a customer service climate which drove highest profitability in the group over 40 national sites.
Recipient of prestigious Operations Manager of the Year for two consecutive years.
|Years: 2004 to 2005||Employer: Stanley Leisure||Title: Regional Venue Director||Department:||Responsibilities: South West, UK|
|Years: 2001 to 2003||Employer: A5 Leisure||Title: National Operations Director||Department:||Responsibilities: UK|
|Years: 1997 to 2001||Employer: SFI Group PLC||Title: Regional Director||Department:||Responsibilities: South East, UK|
|Years: 1992 to 1997||Employer: Alhambra Complex||Title: Operations Director||Department:||Responsibilities: Prague, CS|
|Associations / Societies|
Fellow, Chartered Management Institute
Member, Institute of Directors
Chairman, Nottingham Business Against Crime
Board Member, Crime and Drugs Partnership
Leadership Board Member, Nottinghamshire Cares Association (BITC)
Board Member, Nottingham Business Improvement District
UK Gambling Commission Personal Management License (PML)
National Licensee’s Certificate (NLC)
IOSH Managing Safely Certificate
Lean Management level 2
Executive Certificate, International Festival & Event Management (ECFEM)