Responsibilities

• 1.    Serve as the organization's customer engagement subject matter expert providing strategic direction and recommendations that evolve the company's CRM strategy
• 2.    Deliver all facets of the CRM, Business Intelligence and Enterprise Data Warehouse roadmap and associated programs/projects including project management, functional/technical design, software development and deployment.
• 3.    Partner with IT on the strategy, vendor selection and support of any design and requirements definition for marketing technology enhancements.
• 4.    Be a champion for driving a customer-centric view of marketing and operations.  Work across a complex organization to align technology solutions, processes, and programs to enable a holistic view of SGC’s customers.
• 5.    Extensive coordination with Technology, Customer Service, Operations Management and Marketing managers on campaign calendars, campaign strategy and execution.
• 6.    Define data collection and management processes to facilitate targeted, contextual communications in a multi-channel environment.
• 7.    Define and execute our customer segmentation strategy and related messaging.
• 8.    Lead the development and management of targeted programs based on fact-based insights that drive consumer engagement, increase frequency of visits, maximize conversion, and lift revenue per customer. Plan, implement, track, measure and analyze performance of marketing programs and communicate results and insights to internal partners and Senior Management.
• 9.    Develop marketing and campaign test plans to identify actionable insights that can be leveraged to improve segment performance.
• 10.    Conduct ongoing campaign performance analysis to improve ROI, inform future test strategies and improve overall program effectiveness.

Requirements

• Education/Experience: 1.    Must be 18 years of age or older upon employment. 2.    Bachelor’s degree in Marketing, Business, Finance, Mathematics, Analysis, Computer Science or related field required. 3.    Ten (10) years of related experience with five (5) years of database marketing experience and three years at a supervisory or management level is required. Experience and demonstrated success in positions of increasing scope and responsibility supporting the marketing technology needs of a diverse organization.  4.    Experience with CRM systems, enterprise data warehouse, casino/property management systems, business intelligence tools and quantitative analysis a must-have.  5.    Gaming, or hospitality experience is required. Experience with casino/property management system upgrades or migrations are an asset; ACSC is highly preferred. 6.    Experience in project managing large scale system/software projects across multiple organizations with recent and relevant large scale CRM software and/or Casino/Property Management Systems project experience. 7.    Experience developing collaborative relationships and partnerships with the business and technology departments that drive business results. 8.    Thorough knowledge of direct marketing and database systems relationships; strong technical understanding of database systems and database design, implementation and management.  9.    Advanced experience in web marketing, direct mail, and telemarketing campaign management. A track record of successful campaigns and CRM. 10.    Must be metrics driven and comfortable with analytics and KPIs (key performance indicators) such as clicks, conversions, sales, revenue, ROI, response rates and much more. 11.    Must have experience conducting marketing and business analysis including customer profiling and segmentation, needs analysis, market sizing and other types of quantitative and qualitative strategic business analysis.   12.    Must have extensive experience in direct response, internet and e-mail marketing, campaign development, segmentation, analysis and reporting.   13.    Must be well organized and have the ability to perform multiple projects simultaneously with consistent attention to detail and meet deadlines. 14.    Experience with techniques and tools relevant to statistical modeling and marketing analysis, data mining, segmentation and reporting including high level of proficiency with relational databases and querying software: SQL, SPSS ShowCase, Siebel/Oracle or other CRM/EDW Applications, MS Access, MS Excel including pivot tables and charts.   15.    Must have excellent decision making and problem solving skills, plus the ability to work in a fast paced, multitasking, marketing environment along with experience in implementation and maintenance of CRM system and data warehousing preferred.
• Language Skills and Reasoning Ability: 1.    Ability to communicate effectively both written and orally. 2.    Must have strong organizational skills, i.e. planning and control of campaigns.  3.    Ability to write routine correspondence and to speak effectively to the public, employees and guests. 4.    Ability to deal effectively and interact well with department team members. 5.    Ability to resolve problems/conflicts in a diplomatic and tactful manner.
• Physical Requirements and Work Environment: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderately loud. When on the casino floor, the noise levels increase to loud.  Must be able to work in an environment where smoking is permitted. 1.    Must be able to stand, walk, and move through all areas of the property. 2.    Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.