CRM Manager
Core
Manage MGM Resorts International's CRM platform to support host teams, property users, and business operations, ensuring effective customer engagement and data integrity.
Role type
CRM Manager (System Stewardship & User Enablement)
Builds
CRM platform functionality, user workflows, and customer engagement tools for hospitality hosts
Domain
Hospitality / Casino Operations / Customer Relationship Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
CRM system administration, user access management, customer coding/assignment logic, SQL query writing and optimization, cross-functional stakeholder coordination, training and enablement design, workflow automation, documentation creation
Preferred skills
Experience with Microsoft Dynamics 365 or Salesforce, knowledge of casino marketing operations, data interpretation for adoption strategies
Technologies
Microsoft Dynamics 365, Salesforce, SQL
Responsibilities
Oversee daily CRM functionality and resolve system bottlenecks; manage user onboarding, permissions, and technical support; lead customer coding processes and host-to-customer assignments; develop and deliver training sessions for hosts and CRM users; coordinate outreach requests with marketing and luxury teams; maintain marketing workflows and templates; create self-service documentation
Seniority
Mid-level, hands-on IC