JDXpert Job Viewer

JDXpert Jobs

HRTMS Job Description Management

CRM Mgr

J o b D e s c r i p t i o n

Job Profile Title:	CRM Mgr
Job Code:	12560
Business_Title	CRM Manager
Profile Title:	12560 CRM Mgr
Grade / Band:	IC3
FLSA Status:	Exempt
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.

Principal Duties & Responsibilities
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.
Manage user access, including initial onboarding setup, permissions, and ongoing technical support, ensuring a seamless and frictionless system experience for the hosting team.
Lead customer coding processes and act as the subject matter expert (SME) for host-to-customer assignments, ensuring database structures support host productivity.
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.
Coordinate property-assisted outreach requests, partnering closely with Casino Marketing and Luxury teams to support customer touchpoints and translate operational needs into platform solutions.
Maintain and support workflows and templates used for marketing campaigns and customer engagement, building efficient automations that save hosts valuable time.
Create and maintain robust documentation and self-service training materials to promote efficient platform use.
Champion platform adoption and ensure users are actively leveraging CRM tools effectively to enhance customer relationships and engagement.

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Work Experience
Experience	Experience Details	Required/ Preferred
3+ Years of Prior Relevant Experience	In system administration or customer engagement tools	Required

Additional Requirements
Details	Required/ Preferred
Strong knowledge of casino marketing operations and host customer relationship practices.	Required
Experience with Microsoft Dynamics 365, Salesforce, or similar CRM enterprise systems.	Preferred
Proven ability to train, onboard, and support a cross-functional user base.	Preferred
Proficiency in writing and optimizing SQL queries to extract, manipulate, and analyze data from relational databases.	Preferred
Ability to interpret data, metrics, and system usage to drive adoption strategies.	Preferred
Strong attention to detail and system/process-oriented thinking.	Preferred

Knowledge, Skills and Abilities
KSAs
Demonstrates a passion for data-driven systems and technological continuous improvement.
Able to work effectively with Data Science, Engineering, and Technology teams.
Strong storyteller who brings data and analytics to life via impactful marketing campaigns.
Thrives in ambiguity, thinks critically, and gains alignment on new, innovative initiatives.
Deep focus on building trust and brand loyalty among users and guests.
Proven ability to operate cross-functionally and collaboratively in a complex matrix organization.
Team player with strong, articulate communication skills and proven experience gaining alignment up, down, and across the enterprise.

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing			X
Bending			X
Carrying 10 pounds			X
Clear speech - simple				X
Clear speech - complex				X
Climbing	X
Distant vision				X
Driving	X
Flexibility - upper body			X
Flexibility - lower body			X
Hearing/Listening				X
Kneeling			X
Lifting 10 pounds			X
Near vision				X
Normal vision				X
Pushing/Pulling			X
Reaching			X
Sitting				X
Standing			X
Typing				X
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area				X
Contacts - works alone				X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt			X
Exposure to fumes / odors			X
Extreme cold		X
Extreme heat		X
Fast pace				X
Hazardous conditions - chemicals	X
Hazardous conditions - high structures	X
Hazardous conditions - high voltage	X
Indoors				X
Noise levels - low to moderate				X
Noise levels - high			X
Office conditions				X
Outdoors			X
Restricted area		X
Shifts	X
Smoke			X
Travel		X
Wet/Humid		X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical				X
Clerical				X
Comprehension				X
Crisis incidents		X
Customer service				X
Decision making				X
High pressure				X
Judgment				X
Long hours			X
Math skills - advance			X
Math skills - basic				X
Organization				X
Reading - simple				X
Reading - complex				X
Repetition				X
Tight deadlines				X
Writing - simple				X
Writing - complex				X