CRM Manager

Delaware North; Buffalo (NY); On-site; USD 95,000 - 129,000; Full time

Benefits offered by this job

Medical/dental/vision insurance

401(k) with company match

Annual performance bonus

Paid vacation and holidays

Paid parental bonding leave

Tuition and/or certification reimburse

Friend/family discounts at hotels/res⟂

Job summary

Delaware North in Buffalo, NY, seeks a CRM Manager to lead our CRM team, centralizing ESPs into one omnichannel platform and driving customer engagement and revenue growth. You will supervise five email specialists, align initiatives with business goals, and partner with vendors to optimize workflows and data integrity.

The role emphasizes analytics, reporting, and collaboration across internal teams to deliver measurable business impact in a hospitality-focused environment.

Qualifications

• Bachelor’s degree in marketing, business administration, or related field; master's is a plus.
• Minimum 5 years in CRM management, preferably hospitality.
• Proficiency in Salesforce, HubSpot, and Google Analytics.
• Strong analytical skills to translate data into actionable strategies.
• Results-driven focus on engagement, retention, and revenue growth.

Responsibilities

• Collaborate with the CRM team to centralize ESPs into a single omnichannel solution.
• Manage daily tasks of the team, supervise five email specialists, and provide training.
• Align CRM initiatives with business goals with internal and external partners.
• Lead integration projects with other systems, implement workflows and automation.
• Develop reports and dashboards to provide insights on sales and marketing performance.

Skills

CRM management

Team leadership

Data analysis

Stakeholder collaboration

Sales growth focus

Education

Bachelor’s degree in marketing/business administration/related field

Master’s degree preferred

Tools

Salesforce

HubSpot

Google Analytics

Job description

The opportunity

Delaware North is hiring a CRM Manager with diverse expertise in ESPs or omnichannel platforms to join our team in Buffalo, New York. As a CRM Manager, you will be responsible for leading the team to build customer loyalty, optimize our brands, and increase revenues through extraordinary communications. If you have lofty career goals and want a challenging role where collaboration and hard work are rewarded.

Pay

Minimum – Anticipated Maximum Base Salary: $95,900 - $129,400 / year

In addition to base salary, we offer an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. The advertised pay range represents what we believe at the time of this job posting, that we would be willing to pay for this position. Only in special circumstances, where a candidate has education, training, or experience that far exceeds the requirements for the position, would we consider paying higher than the stated range. Information on our comprehensive benefits package can be found at https://careers.delawarenorth.com/benefits/.

What we offer

At Delaware North, we care about our team members' personal and professional journeys. These are just some of the benefits we offer:

• Medical, dental, and vision insurance
• 401(k) with up to 4% company match
• Annual performance bonus based on level, as well as individual, company, and location performance
• Paid vacation days and holidays
• Paid parental bonding leave
• Tuition and/or professional certification reimbursement
• Generous friends-and-family discounts at many of our hotels and resorts

What will you do?

• Collaborate with the CRM team to centralize email service providers into a single omnichannel solution, identifying inefficiencies and automating manual processes
• Manage daily tasks of the team, ensuring adherence to standard operating procedures and processes, while supervising a team of five email specialists and providing training and support on CRM systems and best practices
• Align CRM initiatives with business goals by collaborating with internal stakeholders and partnering with external vendors and agencies
• Lead integration projects with other systems and tools, implementing workflows and automation processes to improve efficienc y, while ensuring data integrity and security
• Develop custom reports and dashboards to provide insights into sales and marketing performance, continuously analyzing data for trends, insights, and areas of improvement, while serving as the first point of contact for platform-related issues

More about you

• Bachelor’s degree in marketing, business administration, or a related field; a master’s degree is a plus
• Minimum of 5 years of experience in CRM management, preferably in the hospitality industry.
• Proficiency in CRM software and analytics tools, including Salesforce, HubSpot, and Google Analytics, and database management
• Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies
• Results-oriented mindset with a focus on driving customer engagement, retention, and revenue growth

Shift details

M-F

Who we are

Our business is all about people, and that includes you. At Delaware North, you’re not just part of a team — you’re part of a global legacy: a family-owned company with 100+ years of history behind it. Our operations span the world, offering you unique paths to growth and success.

Who says you can’t love where you work? With jobs in iconic sports arenas, stunning national parks, exciting casinos, and more, we pride ourselves on giving the world great times in great places. And whether you’re interested in restaurants, hotels, sports, gaming, operations, or retail, part-time or full-time, we’re invested in helping you achieve your career goals.

Together, we’re shaping the future of hospitality — come grow with us!

Delaware North, along with its subsidiaries, is an equal opportunity employer, showcasing job opportunities and considering applicants for all positions without regard to race, color, religion, sex, gender identity, national origin, age, disability, protected veteran status, sexual orientation, or any other legally protected status.