CRM Manager

MGM Resorts International

2d • Onsite

About The Position

The CRM Manager is responsible for the day-to-day operations of MGM Resorts International’s CRM platform, ensuring it effectively supports host teams, property users, and business operations. This individual will serve as a proactive business partner and go-to expert on CRM functionality, workflow optimization, and user engagement. The role emphasizes collaborative system stewardship, user management, and training to enable consistent, customer-centric outreach and data integrity across the enterprise.

Requirements

• 3+ Years of Prior Relevant Experience in system administration or customer engagement tools - Required
• Strong knowledge of casino marketing operations and host customer relationship practices - Required
• Experience with Microsoft Dynamics 365, Salesforce, or similar CRM enterprise systems
• Proven ability to train, onboard, and support a cross-functional user base
• Proficiency in writing and optimizing SQL queries to extract, manipulate, and analyze data from relational databases
• Ability to interpret data, metrics, and system usage to drive adoption strategies
• Strong attention to detail and system/process-oriented thinking

Nice To Haves

• Has a bachelor’s degree in hospitality or related field

Responsibilities

• Oversee daily CRM functionality to ensure hosts and property teams have the tools they need to engage customers effectively, proactively identifying workflow efficiencies and resolving system bottlenecks.
• Manage user access, including initial onboarding setup, permissions, and ongoing technical support, ensuring a seamless and frictionless system experience for the hosting team.
• Lead customer coding processes and act as the subject matter expert (SME) for host-to-customer assignments, ensuring database structures support host productivity.
• Develop and deliver comprehensive onboarding and ongoing training sessions designed to empower hosts and CRM users across all properties to leverage CRM tools to grow their portfolios.
• Coordinate property-assisted outreach requests, partnering closely with Casino Marketing and Luxury teams to support customer touchpoints and translate operational needs into platform solutions.
• Maintain and support workflows and templates used for marketing campaigns and customer engagement, building efficient automations that save hosts valuable time.
• Create and maintain robust documentation and self-service training materials to promote efficient platform use.
• Champion platform adoption and ensure users are actively leveraging CRM tools effectively to enhance customer relationships and engagement.

Benefits

• Prioritize your wellness, access programs crafted to nurture your mental and physical health.
• Enjoy unbeatable discounts on hotel stays, dining, retail, entertainment, and exclusive partner perks for travel, tech, and beyond!
• Park with ease—whether you're on or off shift, it's free!
• From healthcare to financial support and generous time-off options, we’ve got you covered.
• Elevate your career with development programs, connect through networking events, and make a difference with community volunteer opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level