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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 go-to expert on CRM functionality, system support, and user engagement. The role emphasizes 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
Manage user access, including setup and ongoing support
Lead customer coding processes and act as the subject matter expert for host-to-customer assignments
Develop and deliver onboarding and ongoing training for hosts and CRM users across properties
Coordinate property-assisted outreach requests, partnering with Casino Marketing and Luxury teams to support customer touchpoints
Maintain and support workflows and templates used for marketing and customer engagement
Create and maintain documentation and self-service training materials to promote efficient platform use
Champion platform adoption and ensure users are leveraging CRM tools effectively to enhance customer 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 systems	Preferred
Proven ability to train 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 and system usage to drive adoption strategies	Preferred
Proven ability to train and support a cross-functional user base	Preferred
Strong attention to detail and system/process thinking	Preferred

Knowledge, Skills and Abilities
KSAs
Technology and data curiosity
Able to work effectively with Data Science and Technology teams
Strong storyteller who brings data and analytics to life via marketing campaigns
Thrive in ambiguity and can think critically and gain alignment on new initiatives that haven’t been done before
Have a customer‐centric mindset and a history of building trust and brand loyalty among users
Ability to operate cross‐functionally and collaboratively in a matrix environment
Team player with strong and effective communication skills with experience gaining alignment up, down, and across teams

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