Stephen Blank
Sparta,NJ
Summary
Casino CRM and Loyalty Executive with 18+ years of experience driving player engagement, retention, and revenue growth in gaming and hospitality. Expert in lifecycle-based CRM strategies, automated campaign execution, behavioral segmentation, and AI-driven personalization. Proven success in optimizing multi-tier loyalty programs, designing data-driven workflows, and integrating digital and on-property experiences. Skilled in platform leadership, analytics, and cross-functional collaboration, delivering measurable ROI and scalable CRM solutions across multiple jurisdictions.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Managing Partner – Chief Operating Officer
Victoria Gate Casino
01.2019 - Current
- Took a cash negative EBITDA casino and turned it cash positive in 3 months.
- Increased EBITDA 1000% - Peaking at a 42% margin over my tenure.
- Coached and developed the middle and upper management team through growth plans, communication, accountability, empowerment, and bonus program.
- Designed and executed full lifecycle CRM and loyalty strategies, integrating behavioral segmentation, predictive analytics, and AI-driven personalization to increase retention and player value.
- Developed automated workflows for player communications, including email, push notifications, and targeted offers, improving engagement and frequency of visits.
- Leveraged advanced analytics and machine learning to identify churn risk, optimize campaigns, and support upsell/cross-sell initiatives.
- Oversaw MarTech enhancements enabling real-time behavioral triggers, personalized communications, and seamless campaign execution.
- Built high-performing teams and coached management in CRM best practices, campaign optimization, and cross-functional collaboration.
- Ensured compliance with UK gaming regulations, AML, and responsible gaming standards across CRM initiatives.
Chief Gaming & Marketing Officer / General Manager
Fronton Holdings LLC
08.2014 - 12.2018
- Developed and optimized loyalty program benefits, tier progression, and cross-property rewards to boost retention and lifetime value.
- Directed omnichannel activation, integrating digital marketing, on-property promotions, and database-driven campaigns.
- Utilized CRM analytics to segment players, personalize offers, and increase campaign ROI.
- Oversaw high-value vendor negotiations and platform enhancements to support automated and calendar-driven workflows.
Assistant General Manager
Fronton Holdings LLC
04.2014 - 12.2014
- Implemented data-driven player reinvestment models, increasing revenue by up to 32%.
Executive Director of Marketing & Slot Operations
Casino Miami Jai Alai & Fort Pierce Jai Alai
11.2011 - 08.2014
- Built the property’s analytics framework for database marketing, player segmentation, and lifecycle communications.
- Developed bilingual, personalized marketing campaigns to engage diverse player segments.
- Increased revenue by 22% through targeted offers and loyalty program engagement.
- Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
Vice President of Marketing
Mount Airy Casino Resort
01.2009 - 11.2011
- Introduced data-driven CRM and marketing analytics, enabling highly targeted segmentation and automated communications.
- Delivered 8% revenue growth while reducing marketing spend by 17% via campaign optimization.
- Designed 172-segment reinvestment model for automated player targeting.
Financial Analyst
Harrah’s Entertainment
06.2007 - 01.2009
- Developed models to optimize marketing campaigns, player acquisition, and lifecycle engagement.
- Conducted competitive and ROI analyses to prioritize CRM and capital investments.
Education
MBA - Accounting and Finance
American InterContinental University
11.2008
BA - Mathematics
East Stroudsburg University of Pennsylvania
05.2007
Skills
- CRM & Marketing Platforms: Keap, Casino Marketplace, Salesforce, Lifecycle Marketing, Automated Workflows, Email & Push Campaigns, Segmentation, Personalization, Campaign Optimization, Loyalty Program Design, Omnichannel Activation
- Analytics & Data: Player Segmentation, Churn Prediction, Behavioral Analysis, KPI Reporting, ROI Optimization, Advanced Analytics, Machine Learning, Data Visualization
- Leadership & Collaboration: Cross-Functional Team Leadership, Stakeholder Management, Vendor Negotiations, Change Management, Culture Development, Coaching & Mentorship
Certification
- Executive Leadership – Cornell University
- Marketing Analytics – Cornell University
- Digital Marketing – Cornell University
- Marketing AI & Automation – Cornell University
- No-Code AI & Machine Learning – MIT
Timeline
Managing Partner – Chief Operating Officer
Victoria Gate Casino
01.2019 - Current
Chief Gaming & Marketing Officer / General Manager
Fronton Holdings LLC
08.2014 - 12.2018
Assistant General Manager
Fronton Holdings LLC
04.2014 - 12.2014
Executive Director of Marketing & Slot Operations
Casino Miami Jai Alai & Fort Pierce Jai Alai
11.2011 - 08.2014
Vice President of Marketing
Mount Airy Casino Resort
01.2009 - 11.2011
Financial Analyst
Harrah’s Entertainment
06.2007 - 01.2009
MBA - Accounting and Finance
American InterContinental University
BA - Mathematics
East Stroudsburg University of Pennsylvania
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