Spv Client Relationship Management

San Manuel Casinos•Highland, CA

About The Position

Under the direct supervision of the Manager of CRM, the CRM Supervisor drives casino revenue through multichannel variable campaigns, primarily using dynamic content, email campaigns, and portal content. The role supports the CRM Manager in executing online campaign components such as email distribution, user behavior scoring, and segmentation. It also coaches and trains Marketing Campaign Specialists and CRM Coordinators in delivering CRM communications and initiatives. The ideal candidate is a data-focused leader who thrives in a fast-paced environment and uses channels such as email, SMS, and in-app messaging. The CRM Supervisor plans and delivers strategies that encourage customer retention and loyalty, drives email automation to improve efficiency and return on investment, and tests and optimizes email and campaign performance. The role collaborates with database marketing supervisors, creative teams, and departments including Player Development, VIP Services, Casino Marketing, and Guest Services to deploy offers, develop variable content, and support a consistent guest experience. The position also carries supervisory responsibilities, including employee hiring, training, performance management, work direction, and development planning. The primary work environment is a climate-controlled office. The role requires travel to meetings, trade shows, conferences, promotional events, and San Manuel properties. Evening, weekend, and holiday shifts may be required. The work can involve extended hours and a fast-paced, high-demand environment.

Requirements

Bachelor’s degree with an emphasis in Marketing or Communications, or related, relevant, and/or direct experience considered in lieu of the stated minimum education.
At least two years of direct marketing experience.
Intermediate to advanced knowledge of interactive communication platforms, including email, SMS, and mobile applications.
Basic HTML knowledge and familiarity with content management systems.
Strong experience managing complex variable data or campaigns.
Ability to work in a fast-paced, high-demand environment.
May be required, at the discretion of the San Manuel Tribal Gaming Commission, to obtain and maintain a gaming license.

Nice To Haves

At least two years of supervisory experience is strongly preferred.
Knowledge of digital metrics and analytics programs is highly preferred.

Responsibilities

Plan and deliver CRM strategies that encourage customer retention and loyalty.
Drive email automation to improve operational efficiency, generate a positive return on investment, and enhance member loyalty.
Test and optimize email metrics, including unsubscribes, open rates, click-through rates, landing pages, and conversions.
Collaborate with database marketing supervisors on offer deployment.
Partner with the creative team to produce variable content.
Work with Player Development, VIP Services, Casino Marketing, Guest Services, and other departments to ensure CRM works effectively across the company.
Monitor customer journeys across systems to support a consistent, high-quality guest experience.
Coach and train Marketing Campaign Specialists and CRM Coordinators in CRM communications and initiatives.
Carry out supervisory duties, including interviewing, hiring, training, assigning and reviewing work, evaluating performance, rewarding and disciplining employees, addressing complaints, and resolving problems.
Make hiring decisions and design individual development plans with succession planning in mind for key roles.
Perform other duties as assigned to support efficient department operations.