MGM Resorts International

CRM Manager

MGM Resorts International$80K — $95K *
Hospitality & Recreation
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in hospitality or a related field.
  • 3+ years of experience in system administration or customer engagement tools.
  • Strong knowledge of casino marketing operations and customer relationship practices.
  • Experience with Microsoft Dynamics 365, Salesforce, or similar CRM systems.
  • Proven ability to train and support diverse user groups.
  • Proficiency in writing and optimizing SQL queries for data manipulation and analysis.

Responsibilities

  • Oversee daily functionality of the CRM platform for effective user engagement.
  • Manage user access, onboarding setups, and provide ongoing technical support.
  • Lead customer coding processes and support host productivity through database structure.
  • Develop and deliver training sessions for hosts and CRM users.
  • Coordinate cross-functional outreach requests with marketing teams.
  • Maintain workflows and templates for marketing campaigns and customer engagement.
  • Create documentation and self-service training materials to enhance platform use.
  • Champion platform adoption to foster effective CRM utilization.

Benefits

  • Access wellness programs for mental and physical health.
  • Enjoy discounts on hotel stays, dining, and entertainment.
  • Free parking for all employees.
  • Comprehensive healthcare, financial support, and generous time-off options.
  • Professional development programs and networking opportunities.
Full Job Description
Las Vegas, Nevada

THE JOB:

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.

THE DAY-TO-DAY:

  • 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.


THE IDEAL CANDIDATE:

  • 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


THE PERKS & BENEFITS:

  • 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.


VIEW JOB DESCRIPTION:

https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=12560

Are you ready to JOIN THE SHOW? Apply today!

About MGM Resorts International

MGM offers building operations, building maintenance, facilities management, lease administration, property accounting, financial reporting, contract management, and construction management services. They manage multifamily market-rate housing for property owners and residents.

MGM Resorts International Careers

Join the vibrant team at MGM Resorts International, a global leader in hospitality and entertainment, and experience a career filled with innovation, leadership, and growth. As part of our dynamic team, you will have the opportunity to work alongside the best professionals in the industry and contribute to an environment rich in diversity and inclusivity.

Work You’ll Do

At MGM Resorts International, we are committed to creating memorable experiences for our guests and providing unparalleled service. Whether you are interested in hotel operations, casino management, or culinary arts, we offer a variety of job opportunities that will allow you to showcase your skills and advance your career.

Transform Your Career

Lead and innovate with MGM Resorts International, where we encourage professional growth and leadership development through robust training programs and hands-on experience. Our commitment to innovation and excellence has made us a leader in the hospitality industry, and by joining our team, you can be a part of that legacy.

Join a Leading Team

Collaborate with a diverse group of talented individuals who are passionate about hospitality and entertainment. MGM Resorts International is home to a team of over 50,000 dedicated professionals, all working together to bring our unique brand of excitement and luxury to guests around the world.

Introducing the MGM Resorts International Career Development Program

We are proud to offer a comprehensive career development program designed to nurture your professional growth and prepare you for leadership roles within the company. From internships to full-time positions, MGM Resorts International provides a pathway for career advancement and personal achievement.

Innovate and Lead

Participate in groundbreaking projects and initiatives that set the standard for the hospitality industry. At MGM Resorts International, your innovative ideas and proactive approach to problem-solving will drive the success of our company and redefine the guest experience.

Be Part of a Great Team

Experience a company culture that values teamwork, communication, and respect. At MGM Resorts International, we believe that every team member plays a crucial role in our success, and we are committed to fostering an inclusive workplace where everyone can thrive.

Future-Proof Your Career

With MGM Resorts International, the sky is the limit when it comes to your career potential. Take advantage of our extensive training and development programs, benefit from mentorship and networking opportunities, and build a resume that stands out in the competitive hospitality industry.

Explore Job Opportunities

Discover the exciting employment opportunities at MGM Resorts International. From front-line positions to executive roles, we offer a range of career paths that cater to a variety of interests and expertise.

Stay Connected

Join Our Team Search open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players who are ready to take their career to the next level.

Keep Up to Date

Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

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Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the rewarding opportunities that await at MGM Resorts International.
Learn more about MGM Resorts International
Size
42,000 employees
Market Cap
$12.9 billion
Industry
Net Income
-$1 billion
Founded
2000
5 Year Trend
+0.4%
Revenue
$5.1 billion
NASDAQ

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