DIGITAL GUEST EXPERIENCE MANAGER

Position Summary:

The Digital Guest Experience Manager is responsible for leading and advancing Graton's end-to-end digital guest ecosystem across the mobile app, website/player portal, mobile web, social gaming platforms, digital messaging channels, and on-property digital touchpoints. This role serves as the internal advocate for the guest, ensuring digital experiences, including promotional drawings, personal progressive jackpots, virtual host engagement, service windows, kiosks, mobile ordering, valet system integrations, and digital payment initiatives, are intuitive, transparent, engaging, and aligned with Graton's loyalty and marketing strategies. The Digital Guest Experience Manager will lead and drive digital experience initiatives supported by executive leadership, collaborating closely with IT product managers, project managers, business analysts, vendors, and cross-functional business teams to ensure successful execution and continuous improvement across both online and on-premise environments.

Essential Functions:

1. Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and promoting our values. 2. Perform responsibilities in accordance with all Graton Resort & Casino standards, policies, and procedures. Digital Guest Experience Leadership 1. Lead and continuously enhance the end-to-end digital guest experience across the mobile app, website/player portal, mobile web, social gaming platforms, kiosks, service windows, on-property promotions, mobile ordering, valet systems, and integrated digital payment solutions from a guest-first perspective. 2. Own experience strategy and optimization for advanced digital features, including promotional drawings, personal progressive jackpots, virtual host functionality, on-property promotional execution, and social gaming initiatives to drive adoption and engagement. 3. Identify friction points, usability gaps, and opportunities across the full digital and on-premise guest journey, ensuring a seamless, intuitive, and consistent experience across all platforms and physical-digital touchpoints. AI, Automation & Emerging Technology 1. Evaluate and propose AI-driven and automation-based solutions to enhance personalization, engagement, operational efficiency, and on-property service delivery. 2. Assess emerging gaming, marketing, and fintech technologies, including vendor initiatives such as Marker Trax, Pavilion Payments, and related digital service partners to support innovation and competitive advantage. 3. Partner with IT and vendors to pilot, implement, and optimize approved technology enhancements across digital and on-property systems. Digital Messaging & Engagement Strategy 1. Lead digital messaging strategy and continued optimization across platforms, including: a. In-app messaging / push notifications b.

SMS / RCS

communications c. Email delivery performance and optimization 2. Align messaging strategy with Rewards segmentation and player lifecycle initiatives across digital and on-property interactions. 3. Collaborate with Marketing and Content teams to ensure brand consistency, compliance, and effectiveness. Cross-Functional Collaboration 1. Partner closely with Database and Rewards teams to align digital experience with loyalty strategy, including service windows, kiosks, enrollment processes, drawings, and promotional workflows. 2. Work collaboratively with IT product managers, project managers, and business analysts to translate business objectives into actionable initiatives across digital and on-property environments. 3. Provide structured feedback and experience recommendations to vendors, contractors, and strategic partners. Execution & Continuous Improvement 1. Support feature testing, UAT participation, and launch readiness for digital and on-property technology initiatives. 2. Track engagement, feature adoption, operational efficiency, and guest feedback to inform ongoing improvements. 3. Provide leadership with insights, recommendations, and progress updates on digital guest experience initiatives and performance metrics. 3. This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform from time to time. Duties and responsibilities may be changed, expanded, reduced, or delegated by Management to meet the business needs of the property.