DIRECTOR - CRM SYSTEMS OPTIMIZATION & STRATEGY Job Details | The Venetian Las Vegas

Position Overview:

The primary responsibility of the Director – CRM Systems Optimization & Strategy is to be the functional expert and oversee all CRM systems, email best practices, SMS, and cross-channel touchpoints within the company.

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.

Essential Duties & Responsibilities:

• Develop long-term CRM strategies to align with company goals and drive innovation and transformation within CRM platforms to meet evolving customer needs.
• Ensure an optimal, streamlined, and strategic use of all CRM-related systems to their fullest potential to drive ROI; this includes but is not limited to Campaign Management Platform, Customer Data Platform, offer management system, SMS system, mobile platforms etc.
• Own the transition of all triggered campaigns onto the new technology stack and the sunsetting of the legacy ESP
• Optimize data sources and communication touchpoints that originate in the Customer Data Platform (CDP)
• Partner with IT and Enterprise Analytics on leveraging the CDP customer global record for operational and marketing needs
• Review and optimize resort and casino communication touchpoints across all channels
• Orchestrate marketing and transactional communication touchpoints across different platforms to ensure a cohesive customer experience
• Suggest new methods and marketing campaigns to address customers’ needs
• Engage customers with targeted messages across their lifecycle stages to increase conversion rates, revenue, and customer lifetime value
• Track marketing metrics and trends, such as conversion and response rates, across different channels and for both Venetian Rewards members as well as non-members
• Provide input into strategic plans, to assist in achieving company financial objectives
• Manage and maintain marketing data cleanliness for customer contact information
• Delegate tasks and department assignments or projects, meeting deadlines related to those assignments

Additional Duties & Responsibilities:

• Management of assigned staff includes hiring, training, coaching, performance feedback, recommending and administering discipline, and scheduling.
• Safety is an essential function of this job.
• Consistent and regular attendance is an essential function of this job.
• Performs other related duties as assigned.

Company Standards of Conduct

All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Minimum Qualifications:

• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• Bachelor’s degree in business, marketing, management, or related discipline.
• Must be able to obtain and maintain a Nevada Gaming Control Board registration and any certification or license, as required by law or policy.
• 5+ years of experience working in the hospitality industry; demonstrated experience in casino and luxury property is strongly preferred.
• 5+ years of experience working with data and systems.
• Advanced working knowledge of CRM tools and data analysis platforms such as Adobe Campaign, Customer Data Platform (CDP), MS SQL, and Tableau, with the ability to oversee technical teams and guide system improvements.
• Working knowledge of Excel, Microsoft Word, and PowerPoint programs
• Ability to communicate clearly and effectively in English, both in spoken and written form.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends, and holidays.

Physical Requirements:

Must be able to:

• Physically access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Ability for prolonged periods of time to walk, stand, stretch, bend, and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.