Supervisor, Client Relationship Management

San Manuel•Highland, CA

18d

About The Position

Under direct supervision of the Manager of CRM, the CRM Supervisor will be responsible for driving casino revenue via multi-channel variable campaigns primarily focused on dynamic content, email campaigns and portal content. The CRM Supervisor will support the CRM Manager to execute key online campaign components such as email distribution, user behavior scoring and segmentation. This role will also be responsible for the coaching and training of Marketing Campaign Specialists and CRM Coordinators in the execution and delivery of CRM communications and initiatives. The ideal candidate is a data focused leader and thrives in a fast-paced environment using fast to market channels such as email, SMS and in-app messaging.

Requirements

Bachelor’s Degree with an emphasis in Marketing or Communications required.
Minimum of two (2) years of direct marketing experience required.
Minimum of two (2) years of supervisory experience strongly preferred.
Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
Intermediate to advanced knowledge of interactive communication platforms including, but not limited to, email, SMS, and mobile applications required.
Basic HTML knowledge and familiarity with content management systems.
Knowledge of digital metrics and analytics programs highly preferred.
Strong experience managing complex variable data or campaigns required.
At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

Responsibilities

Plans and delivers CRM strategies across the company encouraging customer retention and customer loyalty.
Drives email automation to improve operational efficiencies while generating a positive return on investment and enhancing member loyalty.
Tests and optimizes email metrics, including unsubscribes, open rates, click through rate (CTR), landing pages and conversions.
Collaborates with other database marketing supervisors in the deployment of offers.
Partners with the creative team to produce variable content.
Works closely with all departments, such as Player Development, VIP Services, Casino Marketing and Guest Services to ensure the CRM works effectively for all aspects of the company.
Monitors customer journeys across systems to help deliver consistent quality guest experience.
Performs other duties as assigned to support the efficient operation of the department.
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.