CRM Manager — Omnichannel Growth & Loyalty

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

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.