Supervisor, Client Relationship Management

San Manuel Band of Mission Indians • Highland, CA

20d

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. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. 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. 2. Tests and optimizes email metrics, including unsubscribes, open rates, click through rate (CTR), landing pages and conversions. 3. 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. 4. Monitors customer journeys across systems to help deliver consistent quality guest experience. 5. Performs other duties as assigned to support the efficient operation of the department. SUPERVISORY RESPONSIBILITIES 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. EDUCATION, EXPERIENCE AND QUALIFICATIONS 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. KNOWLEDGE, SKILLS AND ABILITIES (KSA) 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. REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license. Select One of the Following: ☐ Authorized Driver: Role requires operation or driving of Tribe-owned vehicles or driving patron vehicles. A valid driver’s license with an acceptable driving record as determined by the insurance carrier is required. ☐ Driving Responsibilities: Role requires regular commuting between locations. A valid driver's license and vehicle insurance with minimum liability limits is required. Role will not operate or drive Tribe-owned vehicles or patron vehicles. ☒ No Driving Responsibilities: Role does not require a driver’s license or insurance. Reasonable accommodation will be made in compliance with all applicable law. As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today! San Manuel is one of the largest employers in California’s Inland Empire. Managing one of the world’s busiest casinos, our many restaurants, and a fully functioning tribal government means we can offer an incredibly wide range of professional and support positions. Each is an opportunity to learn, grow and contribute to a better future for all of us. Your commitment to San Manuel is matched by our commitment to you. We offer a Total Rewards package of monetary, benefits and development rewards to individuals who meet and exceed specific goals. These programs support our pay-for-performance philosophy.

Requirements

• Bachelor’s Degree with an emphasis in Marketing or Communications required.
• Minimum of two (2) years of direct marketing experience required.
• 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.
• Strong experience managing complex variable data or campaigns required.

Nice To Haves

• 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.
• Knowledge of digital metrics and analytics programs highly preferred.

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.

Benefits

• As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees.
• Join our team today!
• San Manuel is one of the largest employers in California’s Inland Empire.
• Managing one of the world’s busiest casinos, our many restaurants, and a fully functioning tribal government means we can offer an incredibly wide range of professional and support positions.
• Each is an opportunity to learn, grow and contribute to a better future for all of us.
• Your commitment to San Manuel is matched by our commitment to you.
• We offer a Total Rewards package of monetary, benefits and development rewards to individuals who meet and exceed specific goals.
• These programs support our pay-for-performance philosophy.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees