Spv Client Relationship Management

San Manuel Band of Mission Indians•Highland, CA

7d•Onsite

About The Position

Under direct supervision of the Manager of CRM, the CRM Supervisor drives casino revenue through multi-channel 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 role calls for a data-focused leader who can work in a fast-paced environment using email, SMS, and in-app messaging. The CRM Supervisor plans and delivers CRM strategies to encourage customer retention and loyalty, and drives email automation to improve operational efficiency, generate a positive return on investment, and enhance member loyalty. The supervisor tests and optimizes email metrics and collaborates with database marketing supervisors, the creative team, and departments across the company to deploy offers and variable content and support effective CRM operations. The role also monitors customer journeys across systems to help provide a consistent guest experience. The primary work environment is a climate-controlled office. Travel to meetings, trade shows, and conferences is required, and evening, weekend, and holiday shifts may be required. The role involves sedentary work, regular computer and office machinery use, and occasional lifting of up to 40 pounds. The employee may be exposed to fumes or airborne particles, including secondhand smoke. A gaming license may be required at the discretion of the San Manuel Tribal Gaming Commission.

Requirements

Bachelor’s degree with an emphasis in Marketing or Communications, or related, relevant, and/or direct experience that may be considered in lieu of the stated minimum educational requirements.
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.
Ability to travel to meetings, trade shows, and conferences.
Ability to work evening, weekend, and holiday shifts when required.
Physical ability to perform the stated job demands, including sedentary work, operating office equipment, and occasionally lifting or moving up to 40 pounds.

Nice To Haves

At least two years of supervisory experience.
Knowledge of digital metrics and analytics programs.

Responsibilities

Plan and deliver CRM strategies that encourage customer retention and customer loyalty.
Drive email automation to improve operational efficiencies, generate a positive return on investment, and enhance member loyalty.
Test and optimize email metrics, including unsubscribes, open rates, click-through rate, landing pages, and conversions.
Collaborate with database marketing supervisors on offer deployment and 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 help deliver a consistent quality guest experience.
Coach and train Marketing Campaign Specialists and CRM Coordinators in executing and delivering CRM communications and initiatives.
Carry out supervisory responsibilities, including interviewing, hiring, training, assigning and reviewing work, evaluating performance, 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.