Spv Client Relationship Management

San Manuel Band of Mission Indians; Highland (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

The San Manuel Band of Mission Indians seeks a CRM Supervisor to drive casino revenue through multi-channel campaigns, focusing on dynamic content, email campaigns, and portal content. Under direct supervision of the CRM Manager, this role will coach Campaign Specialists and CRM Coordinators while delivering CRM communications on fast-to-market channels such as email, SMS, and in-app messaging.

You will partner with departments, optimize customer journeys, and test email metrics.

Qualifications

• Bachelor’s Degree with an emphasis in Marketing or Communications required.
• Minimum of two (2) years of direct marketing experience required.
• Minimum of two (2) years of supervisory experience strongly preferred.
• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
• Intermediate to advanced knowledge of interactive communication platforms including, but not limited to, email, SMS, and mobile applications required.
• Basic HTML knowledge and familiarity with content management systems.
• Knowledge of digital metrics and analytics programs highly preferred.
• Strong experience managing complex variable data or campaigns required.

Responsibilities

• Plans and delivers CRM strategies across the company encouraging customer retention and customer loyalty.
• Drives email automation to improve operational efficiencies while generating a positive return on investment and enhancing member loyalty.
• Tests and optimizes email metrics, including unsubscribes, open rates, click through rate (CTR), landing pages and conversions.
• Collaborates with other database marketing supervisors in the deployment of offers; partners with the creative team to produce variable content.
• Monitors customer journeys across systems to help deliver consistent quality guest experience.
• Performs other duties as assigned to support the efficient operation of the department.

Skills

Email marketing

SMS marketing

Content management

Digital analytics

Campaign management

Education

Bachelor's Degree in Marketing or Communications

Job description

Under direct supervision of the Manager of CRM, the CRM Supervisor will be responsible for driving casino revenue via multi-channel variable campaigns primarily focused on dynamic content, email campaigns and portal content. The CRM Supervisor will support the CRM Manager to execute key online campaign components such as email distribution, user behavior scoring and segmentation. This role will also be responsible for the coaching and training of Marketing Campaign Specialists and CRM Coordinators in the execution and delivery of CRM communications and initiatives. The ideal candidate is a data focused leader and thrives in a fast-paced environment using fast to market channels such as email, SMS and in-app messaging.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 1. Plans and delivers CRM strategies across the company encouraging customer retention and customer loyalty. Drives email automation to improve operational efficiencies while generating a positive return on investment and enhancing member loyalty.
• 2. Tests and optimizes email metrics, including unsubscribes, open rates, click through rate (CTR), landing pages and conversions.
• 3. Collaborates with other database marketing supervisors in the deployment of offers. Partners with the creative team to produce variable content. Works closely with all departments, such as Player Development, VIP Services, Casino Marketing and Guest Services to ensure the CRM works effectively for all aspects of the company.
• 4. Monitors customer journeys across systems to help deliver consistent quality guest experience.
• 5. Performs other duties as assigned to support the efficient operation of the department.

SUPERVISORY RESPONSIBILITIES

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Bachelor’s Degree with an emphasis in Marketing or Communications required.

• Minimum of two (2) years of direct marketing experience required.

• Minimum of two (2) years of supervisory experience strongly preferred.

• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Intermediate to advanced knowledge of interactive communication platforms including, but not limited to, email, SMS, and mobile applications required.

• Basic HTML knowledge and familiarity with content management systems.

• Knowledge of digital metrics and analytics programs highly preferred.

• Strong experience managing complex variable data or campaigns required.

LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast-paced, high-demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!