CRM Manager

MGM Resorts International

About The Position

At MGM Resorts International, data and relationships power unforgettable guest experiences. As a CRM Manager, you will play a critical role in ensuring our CRM platform supports customer engagement, host operations, and enterprise consistency across properties. This role serves as a subject matter expert for CRM functionality, system stewardship, and user enablement—helping teams leverage customer data to build meaningful, lasting relationships.

Requirements

3+ years of prior relevant experience in system administration or customer engagement tools
Proven ability to train and support a cross-functional user base
Ability to interpret data and system usage to drive adoption and process improvements
Strong attention to detail with a systems- and process-oriented mindset
Curious and comfortable working with technology and data
Able to collaborate effectively with Data Science and Technology teams
Strong communicator and storyteller who can bring data and insights to life
Thrives in ambiguity and can help shape new initiatives

Nice To Haves

Experience with Microsoft Dynamics 365, Salesforce, or similar CRM platforms preferred

Responsibilities

Oversee day-to-day CRM operations to ensure hosts and property teams can effectively engage customers
Manage user access, setup, and ongoing system support
Lead customer coding processes and serve as the expert for host-to-customer assignments
Develop and deliver onboarding and ongoing training for CRM users across properties
Partner with Casino Marketing and Luxury teams to support property-assisted outreach and customer touchpoints
Maintain workflows, templates, and tools used for marketing and customer engagement
Create and maintain documentation and self-service training materials to promote efficient platform usage
Champion CRM adoption and ensure teams are leveraging tools to enhance customer engagement and data integrity

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!
Savor delicious meals for free in our employee dining room.
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.

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