Responsibilities

• Oversee daily CRM functionality to ensure hosts and property teams have the tools they need to engage customers effectively.
• Manage user access, including setup and ongoing support.
• Lead customer coding processes and act as the subject matter expert for host-to-customer assignments.
• Develop and deliver onboarding and ongoing training for hosts and CRM users across properties.
• Coordinate property-assisted outreach requests, partnering with Casino Marketing and Luxury teams to support customer touchpoints.
• Maintain and support workflows and templates used for marketing and customer engagement.
• Create and maintain documentation and self-service training materials to promote efficient platform use.
• Champion platform adoption and ensure users are leveraging CRM tools effectively to enhance customer engagement.
• As a CRM Manager, you will play a pivotal role in driving seamless, customer-centric engagement across MGM Resorts International by overseeing the day-to-day operations of the enterprise CRM platform. You will ensure hosts and property teams are fully equipped through effective system stewardship, user access management, and high-impact training.

Requirements

• Must be at least 21 years of age.
• At least three (3) years of prior relevant experience in system administration or customer engagement tools.

Preferred

• Prior experience using tools such as Microsoft Dynamics 365, Salesforce, or similar CRM/marketing automation platforms preferred.
• Proficiency in writing and optimizing SQL queries to extract, manipulate, and analyze data from relational databases preferred.
• Prior experience using Power BI or similar reporting tools preferred.

Benefits

• Wellness incentive programs to help you stay healthy physically and mentally.
• Health & Income Protection benefits (for eligible employees).
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more.
• Free meals in our employee dining room.
• Free parking on and off shift.
• Healthcare, financial, and time off benefits.
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community.