Director of Customer Relations

Scientific Games:

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

As an expert in instant products, the DCR applies industry Best Practices and the 15 Drivers of Demand (15 DOD) to ensure superior instant game performance. This role requires a strategic thinker with strong leadership, analytical, and communication skills to drive success in product management and client satisfaction.

Relationship Management

• Responsible for managing the primary relationship at the Lottery Product Manager level; may have interaction with other key lottery personnel

Account Management

• Assists RVP in the development of account plans; may be responsible for the development of specific portions assigned

• Supports RFP process:  collaborates with the RVP on portfolio strategy; develops the game plan, game artwork, prize structures, rationales; active participation in site visits and/or oral presentations

• Provides documentation, reports, updates etc. per contract and/or upon request

• Acts as internal advocate for assigned clients; has the authority to make game decisions on behalf of client as appropriate

• Tracks product sales and inventory to ensure consistent flow of product

Portfolio/Product Management

• Collaborates with the RVP on the development of instant product strategies

• Leads game planning activities based on account strategies, Best Practices, analytics, 15 DOD and research

• Assists the RVP, and actively participates in, the development and delivery of key presentations such as state-of-the state, product strategies and game planning recommendations

• Manages the game development process including development of conceptual art and prize structures through client approval

• Works with the Account Directors to ensure timely delivery of product

Financial

• Works closely with RVP to deliver on key portfolio/product initiatives to deliver on client revenue goals and SG profit objectives for assigned accounts; Keeps Sales RVP/SGEP/management abreast of potential risks and/or opportunities

• Responsible for meeting SPE revenue goals

• Ensures all pricing is consistent with contract and garners pricing for new features or products outside of contract

• Updates and manages Composer forecasts and populates master plan on regular basis

Qualifications

Position Requirements:

• Strong understanding of the instant product category including product planning, game development and Best Practices theories

• Demonstrated experience in establishing and maintaining strong client relationships

• Ability to garner client buy-in related to game development issues/opportunities

• Excellent interpersonal skills and diplomacy with the ability to be a customer advocate while respecting and protecting SG’s best interest

• Strong communications skills (verbally and written) with ability to develop well-thought out and cohesive presentation materials such as documents, bid responses, PowerPoint presentations and/or white papers

• Solid presentation skills; must be articulate and able to defend point of view in customer interaction while maintaining objectivity

• Ability to translate analytics, research findings, strategic initiatives and SG Best Practices into actionable game plans, designs and prize structures

• Excellent organizational and multi-tasking skills; attention to details a must

• Self-starter and works well independently or in a group with minimal supervision

• Resourceful, strong problem solver

• Must be able to accommodate frequent travel as required by account needs

• Proficient with Microsoft Excel, PowerPoint, Word and Outlook

• Expert ability level with SG internal systems: Composer and Production Forecasting, Infuse and MAP

• Strong understanding of SG creative and print processes a plus

• Minimum 10 years lottery industry Instant Product experience; must include or be in addition to minimum 5 years account management with direct client responsibility

• Positive, high-energy and enthusiasm a must

WORKING CONDITIONS:

• Work in an office environment within a print manufacturing facility

• High pressure position with extensive client contact

• Strong potential for extended work hours

• Travel as required

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.