Director of CRM Systems Optimization and Strategy
3 weeks ago
The Director of CRM Systems Optimization and Strategy will be responsible for overseeing all CRM systems, email best practices, SMS, and cross-channel touchpoints within the company. This role will ensure an optimal, streamlined, and strategic use of all CRM-related systems to drive ROI.
This position will also be responsible for developing long-term CRM strategies to align with company goals and drive innovation and transformation within CRM platforms to meet evolving customer needs.
Key Responsibilities:- Develop and implement CRM strategies to drive business growth and customer engagement.
- Oversee the transition of all triggered campaigns onto the new technology stack and the sunsetting of the legacy ESP.
- Optimize data sources and communication touchpoints that originate in the Customer Data Platform (CDP).
- Partner with IT and Enterprise Analytics on leveraging the CDP customer global record for operational and marketing needs.
- Review and optimize resort and casino communication touchpoints across all channels.
- Orchestrate marketing and transactional communication touchpoints across different platforms to ensure a cohesive customer experience.
- Suggest new methods and marketing campaigns to address customers' needs.
- Engage customers with targeted messages across their lifecycle stages to increase conversion rates, revenue, and customer lifetime value.
- Track marketing metrics and trends, such as conversion and response rates, across different channels and for both Venetian Rewards members as well as non-members.
- Provide input into strategic plans, to assist in achieving company financial objectives.
- Manage and maintain marketing data cleanliness for customer contact information.
- Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
- Bachelor's degree in business, marketing, management, or related discipline.
- 5+ years of experience working in the hospitality industry; demonstrated experience in casino and luxury property is strongly preferred.
- 5+ years of experience working with data and systems.
- Advanced working knowledge of CRM tools and data analysis platforms such as Adobe Campaign, Customer Data Platform (CDP), MS SQL, and Tableau, with the ability to oversee technical teams and guide system improvements.
- Working knowledge of Excel, Microsoft Word, and PowerPoint programs.
- Ability to communicate clearly and effectively in English, both in spoken and written form.
- Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
- Must be able to work varied shifts, including nights, weekends, and holidays.
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