GENERAL SUMMARY

The CRM Associate is primarily responsible for assisting with direct mail campaigns, promotion configuration, data entry in Player Tracking system, working limited Special Events on the gaming floor and executing special projects as assigned by management.

CORE SCOPE OF POSITION

• Responsible for daily campaign execution, manage customer communication through direct mail, email, push notification, and text messages to drive engagement and retention.
• Work with CRM system to ensure flawless delivery for all campaigns and customer segments.
• Making sure campaigns have been thoroughly tested and validated before deployment to guests.
• Ensures all campaign deadlines are met.
• Enters guests’ information into player tracking system, to include address changes, promotional offerings, rating adjustments and other types of marketing information.
• Assist in managing marketing functionalities in player tracking system.
• Coming up with new concepts to drive customer retention and/or increase profit.
• Apply A/B testing approach to accelerate and implement key learnings.
• Completes ad hoc requests by Manager or Vice President of Casino Marketing.
• Assists Promotions and Events team with registration of guests for events.
• Ensures that all guests have a favorable gaming experience by providing friendly, personalized, and efficient guest service.
• Follows all established gaming laws and regulations and all casino policies and procedures.
• Performs all related and compatible duties as assigned.

STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of - these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

INTERACTION

• Interacts with guests and peer groups.

SUPERVISION

• Does not provide supervision to others.

KNOWLEDGE AND SKILLS

• Strong written, verbal and interpersonal communication skills.
• Strong guest service skills and attention to detail.
• Excellent time/project management and organizational skills with ability to handle multiple projects.
• Inquisitive or curious mindset in order to problem solve.
• Proficient in MS Word, Excel, PowerPoint, Access, Outlook, and player tracking system.
• Must be self-starter and self-motivated.
• Must be adaptable to change in a fast-paced environment.
• Enthusiastic and determined to learn marketing and communications.

EDUCATION/CERTIFICATION

• Bachelor’s degree in Marketing, Business Management or related field, or equivalent experience in related subject area

EXPERIENCE

• Experience in a marketing/CRM team is preferred.
• Exposure to optimizing CRM techniques, segmentation, and campaign planning is preferred.
• Experience in front-facing customer service role in the gaming industry is preferred.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• See working conditions form for this position.