CRM Lead: Elevate Guest Engagement & Platform Ops

MGM Resorts International; Las Vegas, Northern (NV, KY); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Wellness programs

Discounts on hotel stays

Free parking

Healthcare & leave benefits

Career development programs

Community volunteer opportunities

Job summary

MGM Resorts International in Las Vegas is seeking a CRM Manager to oversee the day-to-day operation of the group's CRM platform, supporting host teams, property users, and business operations. You will manage user access, lead customer coding and assignments, deliver onboarding and ongoing training, and partner with Casino Marketing and Luxury teams to translate needs into platform solutions.

The ideal candidate has a hospitality background, 3+ years in CRM or system administration, and strong

Qualifications

• Bachelor's degree in hospitality or related field.
• 3+ years in system administration or customer engagement tools.
• Strong knowledge of casino marketing operations and host customer relationship practices.
• Experience with Dynamics 365, Salesforce, or similar CRM systems.
• Ability to train, onboard, and support a cross-functional user base.
• Proficiency in writing and optimizing SQL queries to extract and analyze data.

Responsibilities

• Oversee daily CRM functionality and ensure tools support hosts and property teams.
• Manage user access, onboarding, permissions, and technical support.
• Lead customer coding and host-to-customer assignments; ensure data structures support productivity.
• Develop and deliver onboarding and ongoing training for CRM users across properties.
• Coordinate with Casino Marketing and Luxury teams to translate needs into platform solutions.
• Maintain workflows and templates for marketing campaigns and engagement.
• Create and maintain documentation and self-service training materials.
• Champion platform adoption and active utilization of CRM tools.

Skills

CRM administration

SQL data analysis

Training & onboarding

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree (hospitality or related)

Tools

Microsoft Dynamics 365

Salesforce

Job description

MGM Resorts International in Las Vegas is seeking a CRM Manager to oversee the day-to-day operation of the group's CRM platform, supporting host teams, property users, and business operations. You will manage user access, lead customer coding and assignments, deliver onboarding and ongoing training, and partner with Casino Marketing and Luxury teams to translate needs into platform solutions.

The ideal candidate has a hospitality background, 3+ years in CRM or system administration, and strong