Executive Director - Gaming Marketing CRM
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Key skills for this role
About the Role
Enterprise CRM & Contact Strategy Leadership Design and execute Wynn Resorts enterprise CRM strategy across Gaming, Hotel, Sales, and ancillary revenue channels. Define and gove.
Key Skills for This Role
Full Job Posting
Enterprise Crm & Contact Strategy Leadership
- Design and execute Wynn Resorts enterprise CRM strategy across Gaming, Hotel, Sales, and ancillary revenue channels.
- Define and govern all CRM contact strategies, ensuring personalization, efficiency, and alignment with brand standards.
- Act as executive decision-maker for CRM architecture, segmentation logic, and contact governance.
- Partner with property leadership to evolve customer communication strategies that enhance engagement and profitability.
- Balance near-term execution (MVP initiatives) with long-term enterprise roadmap development.
Crm & Marketing Technology Roadmap Ownership
- Develop and oversee the long-term CRM and marketing technology roadmap.
- Lead product development and deployment of key platforms including, Salesforce, Customer Data Platforms (CDP), Wynn Campaign App, Wynn Mobile App, SevenRooms and related engagement tools
- Drive integration across systems to eliminate silos and enable a unified customer view.
- Partner with IT and Digital teams to prioritize roadmap initiatives and ensure enterprise alignment.
- Manage vendor relationships, contract negotiations, and product performance accountability.
Data Governance & Database Integrity
- Oversee enterprise initiatives related to database integrity and data governance.
- Standardize data definitions, segmentation rules, and customer hierarchies across properties.
- Collaborate with stakeholders to unify calculations for Profitability, Theoretical win, Customer value & Reinvestment metrics
- Ensure data compliance with regulatory requirements and internal controls.
- Champion data quality, accuracy, and reporting transparency.
Personalization, Automation & Analytics Integration
- Partner with Marketing Analytics to design, test, and measure CRM use cases.
- Implement testing frameworks, control groups, and attribution models.
- Drive automation initiatives to increase efficiency and reduce manual workload.
- Ensure CRM initiatives are supported by robust SQL/Teradata analytics.
- Lead personalization initiatives leveraging enriched customer data.
Implementation, Enablement & Adoption
- Drive CRM tool adoption across resort properties and business units.
- Serve as executive point of contact for CRM system users.
- Develop and implement training programs for marketing technologies.
- Ensure teams are equipped to effectively use CRM platforms to drive revenue.
- Support day-to-day operational needs while maintaining strategic oversight.
Performance Optimization & Technology Investment Strategy
- Monitor performance of CRM systems and marketing applications.
- Identify and implement enhancements to improve user experience and operational effectiveness.
- Contribute to strategic planning for future technology investments.
- Develop business cases and ROI projections for martech initiatives.
- Present strategic recommendations and performance updates to executive leadership.
Leadership & Team Development
- Oversee CRM and marketing technology teams.
- Manage internal resources and agency partners.
- Prioritize enterprise initiatives.
- Provide mentorship, performance management, and strategic guidance.
- Foster a culture of data-driven decision-making and continuous improvement
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