CRM Manager

Las Vegas, Nevada

The SHOW comes alive at MGM Resorts International

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.

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.

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

• Has a bachelor's degree in hospitality or related field
• 3+ Years of Prior Relevant Experience in system administration or customer engagement tools
  - Required
• Strong knowledge of casino marketing operations and host customer relationship practices
  - Required

• Experience with Microsoft Dynamics 365, Salesforce, or similar CRM enterprise systems
• Proven ability to train, onboard, and support a cross-functional user base
• Proficiency in writing and optimizing SQL queries to extract, manipulate, and analyze data from relational databases
• Ability to interpret data, metrics, and system usage to drive adoption strategies
• Strong attention to detail and system/process-oriented thinking

• Prioritize your wellness, access programs crafted to nurture your mental and physical health.
• Enjoy unbeatable discounts on hotel stays, dining, retail, entertainment, and exclusive partner perks for travel, tech, and beyond!
• Park with ease- whether you're on or off shift, it's free!
• From healthcare to financial support and generous time-off options, we've got you covered.
• Elevate your career with development programs, connect through networking events, and make a difference with community volunteer opportunities.