CRM Manager

MGM Resorts International; United States; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Wellness programs

Discounts on hotel stays, dining, and

Free parking

Healthcare & financial support

Career development & volunteering

Job summary

MGM Resorts International is seeking a CRM Manager in Las Vegas to oversee the daily CRM platform operations, ensure data integrity, and partner with host teams and property users.

You will manage user access, lead customer coding, and deliver comprehensive onboarding and ongoing CRM training across all properties, driving adoption and effective customer engagement.

Qualifications

• 3+ years of experience in system administration or customer engagement tools.
• Strong knowledge of casino marketing operations and host-customer practices.
• Experience with Microsoft Dynamics 365, Salesforce, or similar CRM enterprise systems.
• Proven ability to train, onboard, and support a cross-functional user base.
• Proficiency in writing and optimizing SQL queries to extract, manipulate, and analyze data from relational databases.
• Ability to interpret data, metrics, and system usage to drive adoption strategies.

Responsibilities

• Oversee daily CRM functionality to empower hosts and property teams.
• Manage user access, onboarding setup, permissions, and ongoing support.
• Lead customer coding and host-to-customer assignments for data integrity.
• Develop onboarding and training sessions for CRM users across properties.
• Coordinate outreach with Casino Marketing and Luxury teams for better engagement.
• Maintain workflows and templates used for marketing campaigns and automations.
• Create and maintain training docs and self-service resources.
• Champion platform adoption and data-driven CRM usage.

Skills

CRM system administration

SQL queries

Data analysis

Training & onboarding

Cross-functional collaboration

Platform adoption

Marketing workflow

Education

Bachelor's degree in hospitality or related field

Tools

Microsoft Dynamics 365

Salesforce

Job description

Las Vegas, Nevada

THE SHOW comes alive at MGM Resorts International

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.

THE JOB:

The CRM Manager is responsible for the day-to-day operations of MGM Resorts International’s CRM platform, ensuring it effectively supports host teams, property users, and business operations. This individual will serve as a proactive business partner and go-to expert on CRM functionality, workflow optimization, and user engagement. The role emphasizes collaborative system stewardship, user management, and training to enable consistent, customer-centric outreach and data integrity across the enterprise.

THE DAY-TO-DAY:

• Daily Operations & Support: Oversee daily CRM functionality to ensure hosts and property teams have the tools they need to engage customers effectively, proactively identifying workflow efficiencies and resolving system bottlenecks.
• User Management: Manage user access, including initial onboarding setup, permissions, and ongoing technical support, ensuring a seamless and frictionless system experience for the hosting team.
• Customer Coding & Assignment: Lead customer coding processes and act as the subject matter expert (SME) for host-to-customer assignments, ensuring database structures support host productivity.
• Training & Enablement: Develop and deliver comprehensive onboarding and ongoing training sessions designed to empower hosts and CRM users across all properties to leverage CRM tools to grow their portfolios.
• Cross-Functional Outreach: Coordinate property-assisted outreach requests, partnering closely with Casino Marketing and Luxury teams to support customer touchpoints and translate operational needs into platform solutions.
• Workflow & Template Maintenance: Maintain and support workflows and templates used for marketing campaigns and customer engagement, building efficient automations that save hosts valuable time.
• Documentation: Create and maintain robust documentation and self-service training materials to promote efficient platform use.
• Platform Adoption: Champion platform adoption and ensure users are actively leveraging CRM tools effectively to enhance customer relationships and engagement.

THE IDEAL CANDIDATE:

• Has a bachelor’s degree in hospitality or related field
• 3+ Years of Prior Relevant Experience in system administration or customer engagement tools - Required
• Strong knowledge of casino marketing operations and host customer relationship practices - Required
• Experience with Microsoft Dynamics 365, Salesforce, or similar CRM enterprise systems
• Proven ability to train, onboard, and support a cross-functional user base
• Proficiency in writing and optimizing SQL queries to extract, manipulate, and analyze data from relational databases
• Ability to interpret data, metrics, and system usage to drive adoption strategies
• Strong attention to detail and system/process-oriented thinking

THE PERKS & BENEFITS:

• Prioritize your wellness, access programs crafted to nurture your mental and physical health.
• Enjoy unbeatable discounts on hotel stays, dining, retail, entertainment, and exclusive partner perks for travel, tech, and beyond!
• Park with ease-whether you're on or off shift, it's free!
• From healthcare to financial support and generous time-off options, we've got you covered.
• Elevate your career with development programs, connect through networking events, and make a difference with community volunteer opportunities.