CRM Manager

MGM Resorts; United States; On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Wellness programs

Discounts on stays

Free parking

Healthcare & financial support

Generous time-off

Development programs

Volunteer opportunities

Job summary

MGM Resorts International is seeking a CRM Manager in Las Vegas to oversee the day-to-day operations of the CRM platform, supporting host teams and property users. You will optimize workflows, manage user access, and lead training to ensure consistent, data-driven customer engagement across properties.

The role requires 3+ years in CRM or system administration, strong knowledge of casino marketing operations, and experience with Dynamics 365 or Salesforce.

Qualifications

• 3+ years in system administration or customer engagement tools.
• Strong knowledge of casino marketing operations and host-customer relations.
• Experience with Dynamics 365, Salesforce, or similar CRM systems.
• Proven ability to train, onboard, and support cross-functional users.
• Proficiency in writing SQL queries to extract and analyze data.
• Ability to interpret data and drive CRM adoption.
• Strong attention to detail and process-oriented thinking.

Responsibilities

• Oversee daily CRM operations to support hosts and property teams.
• Manage user access, onboarding, permissions, and support.
• Lead customer coding and host-to-customer assignments.
• Develop and deliver onboarding and ongoing training sessions.
• Coordinate with Casino Marketing and Luxury teams on outreach.
• Maintain workflows and templates for campaigns and engagement.
• Create documentation and self-service training materials.
• Drive platform adoption and data-driven improvements.

Skills

CRM systems administration

SQL queries

Training & onboarding

CRM platforms (Dynamics/Salesforce)

Data analysis

Team collaboration

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.

VIEW JOB DESCRIPTION: https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=12560

Are you ready to JOIN THE SHOW ?