Manager CRM Strategy - Casino Marketing

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the gaming and hospitality industry is seeking a Manager for Casino CRM. This leadership role focuses on developing and optimizing CRM strategies to enhance customer engagement and maximize revenue. Candidates should possess strong analytical skills, a relevant degree, and a minimum of 5 years' experience in a related field.

Qualifications

• Minimum of 5 years of experience in CRM, marketing, or a related field.
• Proven record of developing successful CRM strategies in the gaming or hospitality industry.
• Strong analytical skills with experience in data analysis and predictive modelling.

Responsibilities

• Develop and execute a comprehensive CRM strategy.
• Oversee data collection and analysis to identify customer behavior trends.
• Manage the CRM budget and report on the effectiveness of CRM tools.

Skills

Analytical skills

Leadership

Data analysis

Customer engagement

Marketing strategy

Education

Bachelor’s degree in marketing, Business Administration, Data Science

Master’s degree preferred

Tools

Salesforce

Microsoft Dynamics

Tableau

Power BI

Job description

Job Purpose

The Manager Casino CRM is a leadership role responsible for overseeing the development, implementation, and optimization of the casino's Customer Relationship Management (CRM) strategies. This role is crucial for driving customer engagement, loyalty, Host productivity, and revenue growth through Player engagement and retention, personalized customer experiences, and strategic partnerships. The Manager will work with the Casino Marketing leadership team and other departments to ensure the casino's CRM efforts align with overall business objectives.

Essential Duties

CRM Strategy Development

• Develop and execute a comprehensive CRM strategy to enhance customer acquisition, retention, and lifetime value.
• Use the CRM analytics to identify customer behaviour trends and tailor personalised engagement strategies.
• Monitor industry trends and competitor activities to ensure the casino's CRM strategies remain innovative and effective.
  
  

Data Analysis & Insights

• Oversee the collection, analysis, and interpretation of customer data to identify trends, preferences, and behaviours.
• Utilize data analytics tools to generate actionable insights that inform Casino Marketing strategies and decision-making.
• Implement techniques to optimize utilization by the Host team and effectiveness of the tool in driving Host productivity and customer engagement.
• Optimize touchpoints across the player journey, ensuring a seamless experience from registration to retention.
  
  

Customer Engagement & Loyalty Programs

• Develop personalized communication strategies, including email marketing, SMS, and direct mail, to enhance customer engagement.
• Monitor and evaluate the effectiveness of loyalty programs and marketing campaigns, making adjustments as needed.
  
  

Team Leadership & Development

• Foster a culture of collaboration, innovation, and continuous improvement.
• Set clear performance goals and provide regular feedback to team members.
• Ensure the team has the necessary tools, resources, and training to succeed.
  
  

Cross-Functional Collaboration

• Work closely with the marketing, operations, IT, and finance teams to align CRM initiatives with broader business goals.
• Collaborate with the IT department to ensure the CRM system is integrated with other casino systems and databases.
• Partner with the operations team to enhance the customer experience on the casino floor and other touchpoints.
  
  

Budget Management

• Develop and manage the CRM budget, ensuring efficient allocation of resources to maximize ROI.
• Monitor and report on the effectiveness of the CRM tool, the utilization of it by the Hosts and other Casino Marketing users, and opportunities to improve performance and usefulness of the tool.
  
  

Compliance & Risk Management

• Ensure all CRM activities comply with relevant regulations, including data privacy laws and gaming industry standards.
• Identify and mitigate risks associated with CRM strategies and customer data management.
  
  

Qualifications

• Bachelor’s degree in marketing, Business Administration, Data Science, or a related field; master’s degree preferred.
• Minimum of 5 years of experience in CRM, marketing, or a related field. Previous leadership role a plus.
• Proven record of developing and executing successful CRM strategies in the gaming or hospitality industry.
• Strong analytical skills with experience in data analysis, segmentation, and predictive modelling.
• Proficiency in CRM software (e.g., Salesforce, Microsoft Dynamics) and data analytics tools (e.g., Tableau, Power BI).
• Excellent leadership, communication, and interpersonal skills.
• Ability to think strategically and translate insights into actionable plans.
• Knowledge of data privacy regulations and compliance requirements.
  
  

Working Conditions

• This position may require occasional travel to other casino locations or industry events.
• Flexibility to work evenings and weekends as needed to support casino operations and events.