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
Responsibilities
- Design and execute 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.
- Develop and oversee the long term CRM and marketing technology roadmap.
- Lead product development and deployment of key platforms including Salesforce, CDP, Wynn Campaign App, Wynn Mobile App, SevenRooms.
- Oversee enterprise initiatives related to database integrity and data governance.
- Partner with Marketing Analytics to design, test, and measure CRM use cases.
- Drive CRM tool adoption across resort properties and business units.
- Monitor performance of CRM systems and marketing applications and identify enhancements.
- Oversee CRM and marketing technology teams, providing mentorship and strategic guidance.
Requirements
- Experience in enterprise CRM strategy and execution
- Knowledge of marketing technology platforms (Salesforce, CDP, etc.)
- Strong leadership and team management skills
- Experience with data governance and database integrity
- Analytical skills with SQL/Teradata
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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