Specialist - VIP Operations

Hard Rock Digital•Hollywood, FL

2d•Hybrid

About The Position

The VIP Operations Specialist is responsible for supporting the execution of VIP marketing and operational initiatives through CRM administration, project coordination, workflow automation, financial tracking, and cross-functional collaboration. Reporting to the VIP Marketing Projects Manager, this role serves as a key operational partner, ensuring the successful execution of campaigns, events, onboarding, reporting, and departmental processes. This individual will play an integral role in maintaining operational excellence by managing multiple systems, coordinating with internal stakeholders, and identifying opportunities to improve efficiency through automation and process optimization. The ideal candidate is highly organized, detail-oriented, analytical, and comfortable working in a fast-paced, collaborative environment while balancing multiple priorities.

Requirements

Proficiency in Salesforce CRM, including campaign creation, reporting, and data management.
Experience working with Salesforce-integrated platforms such as Blackthorn and Spoke Phone, or the ability to quickly learn new systems.
Working knowledge of Slack, including Workflow Builder and channel administration.
Experience using automation platforms such as Zapier.
Advanced proficiency in Microsoft Excel and/or Google Sheets, including formulas, pivot tables, reconciliation, and reporting.
Experience with Learning Management Systems such as Udemy Business or similar platforms.
Strong aptitude for learning new technologies and business systems.
Exceptional organizational and time management skills with the ability to prioritize competing deadlines.
Strong analytical and problem-solving skills with excellent attention to detail.
Ability to identify discrepancies, analyze operational data, and recommend solutions.
Excellent written and verbal communication skills.
Ability to work independently while effectively collaborating across multiple departments.
Strong customer service mindset when supporting internal stakeholders.
Adaptable and comfortable working in a dynamic, fast-paced environment.
Demonstrated ability to maintain confidentiality and exercise sound judgment.
Associate's or Bachelor's degree in Business Administration, Marketing, Operations, Finance, Information Systems, or a related field preferred, or equivalent professional experience.
Minimum of two (2) years of experience in operations, project coordination, CRM administration, marketing operations, or a related business support role.
Salesforce experience strongly preferred.
Experience with financial reporting, budget tracking, reconciliation, or invoice management preferred.
Experience supporting onboarding, training administration, or operational process improvement is a plus.
Experience in online gaming, sports betting, casino, hospitality, loyalty, or customer relationship management environments is preferred.

Nice To Haves

Salesforce Administrator certification or equivalent experience.
Experience with workflow automation tools such as Zapier, Microsoft Power Automate, or similar platforms.
Experience developing dashboards, reporting, and KPI tracking.
Experience supporting marketing operations, project management, or CRM-driven campaigns.
Familiarity with Agile project management principles or project management software is a plus.

Responsibilities

Support the planning, execution, and coordination of VIP marketing campaigns, promotions, events, and operational initiatives.
Assist the VIP Marketing Projects Manager with project planning, timelines, deliverables, and cross-functional communication.
Track project milestones and provide regular status updates to leadership.
Prepare project documentation, reports, presentations, and Standard Operating Procedures (SOPs).
Coordinate operational logistics for VIP marketing initiatives and departmental projects.
Identify opportunities to improve operational workflows and recommend process enhancements.
Manage and maintain VIP operational data across Salesforce, Blackthorn, and Spoke Phone, ensuring data integrity and consistency.
Build, launch, and manage Salesforce campaigns supporting VIP communications, promotions, events, and marketing initiatives.
Conduct routine audits of CRM data to identify inconsistencies and maintain data quality.
Troubleshoot Salesforce-related issues, submit IT support tickets, and monitor resolution through completion.
Support system testing and implementation of new CRM functionality and operational enhancements.
Maintain documentation of CRM processes, workflows, and system updates.
Reconcile daily and monthly property comp reports, identifying discrepancies and communicating findings to Finance and Revenue teams.
Maintain accurate budget tracking reports and dashboards for leadership.
Assist with invoice tracking and reconciliation to ensure timely processing.
Partner with Finance to communicate budget variances and support forecasting efforts.
Track departmental budgets against forecasts, including: Event expenses, Ticket allocations and ticket blocks, Vendor invoices, One-off ticket requests, Marketing and operational expenditures.
Maintain and troubleshoot Slack workflows supporting VIP operations and internal communications.
Manage and maintain Zapier integrations and automated Slack notifications.
Update and maintain host contact tables that support Slack workflows and automated alerts.
Partner with Loyalty Operations to ensure shared contact tables remain accurate and operational.
Monitor workflow performance and proactively identify opportunities for automation and operational improvements.
Coordinate onboarding activities for new VIP team members under the direction of department leadership.
Support continuous improvements to the department's onboarding and intake process.
Assign learning paths and required training through Udemy Business or other Learning Management Systems.
Monitor training completion and distribute recurring compliance reports.
Partner with Learning & Development to maintain current training content and documentation.
Maintain onboarding guides, departmental documentation, and operational resources.
Support department reporting, audits, and operational initiatives.
Coordinate communication between stakeholders to ensure projects remain on schedule.
Assist leadership with special projects and operational initiatives as assigned.
Serve as a liaison between VIP Marketing and internal departments, including: Finance, Revenue Management, Loyalty, Information Technology, Learning & Development, Marketing.