CRM Analyst

Job ID
2023-112782
Property
Remote
Location
US-PA-Wyomissing
Type
Regular Full-Time
Category
Marketing & Entertainment

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

iCims Header (Repeat)

 

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of co-workers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities. 

 

 

 

Click HERE to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!

WE LOVE OUR WORK.

The CRM Analyst creates and executes reports and analyses that illustrate the performance of our Database, Loyalty, and VIP programs. The role will be a hands-on subject matter expert reporting to the CRM Analytics Manager.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

 

  • Prepares analysis for measuring marketing performance across the company including but limited to areas of CRM Marketing, customer loyalty program, promotions, amenity offers, internet/social media engagement.
  • Collaborate with database marketing, player development, loyalty marketing and regional CRM leaders in analyzing marketing initiatives and provide business recommendations.
  • Performs comprehensive analysis of CRM campaign and market research data. Makes recommendations for improvement and delivers information based upon analysis findings.
  • Utilizes business intelligence reporting tool and SQL to construct marketing performance analytics as required.
  • Analyzes customer data, defines actionable segments, and creates targeted lifetime value/customer life-cycle engagement campaigns and programs. Makes recommendations for campaigns based upon findings.
  • Analyzes trends and Key Performance Indicators (KPIs) related to campaign performance, loyalty partnerships, customer behavior and perform regular data quality audits on guest activity data.
  • Leads the analysis and business requirement gathering to develop detailed functional requirements for project scopes.
  • Creates clear, concise, and complete functional specifications and requirements documents.
  • Collaborates with BI team to test and verify that solutions will be successful.
  • Maintains current knowledge of emerging CRM (i.e., Salesforce or Tableau), app technologies, and solutions.
  • Provides training support to end users of business intelligence reporting and CRM tools as needed.
  • Maintains CRM dashboards. Troubleshoots as needed and escalates issues to Manager.
  • Performs data mining for campaigns and audits according to established guidelines. Presents information and makes recommendations for improvement.
  • Develops database queries for counts and lists of records based upon real time analytics. Runs queries and develops detailed reporting upon findings. Makes recommendations for database improvement.
  • Prepares ad-hoc reporting.
  • Identifies performance opportunities across marketing initiatives. Develops and presents recommendations for improvement.
  • Creates presentations for budget meetings and operational reviews.
  • Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. 
  • Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.

BRING US YOUR BEST.

QUALIFICATION REQUIREMENTS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

  • Bachelor’s degree (B.A. /B.S.) in Marketing or Finance from a four-year college or university; or three years of related marketing analysis experience; or equivalent combination of education and experience.
  • Must have advanced knowledge of Microsoft applications (Word, Excel, Access, and PowerPoint). Experience with SQL, Tableau, Cognos, or other querying tools required.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
  • Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
  • Ability to adapt to changes in prioritization or schedules of items in the work queue as necessary when communicated/directed.
  • Must have strong organizational skills and be detail oriented.
  • Must have technical proficiency and knowledge in MS Office (Word, Excel, Outlook, and Internet Explorer).
  • Must have advanced experience with databases.
  • Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  • Must have excellent communication skills, both verbal and written.
  • Must be able to meet deadlines, including projects that require a quick time frame.

STAY IN THE GAME. FOLLOW US.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET™ and theScore Bet Sportsbook and Casino®.

 

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet. 

 

Social - Instagram Icon Social - Facebook Icon Social - LinkedIn Social - PENN Careers

We're changing entertainment. Follow us.

 

Equal Opportunity Employer

 

 

 

 

 

 

 

Apply/Email

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us!

Not ready to apply? Connect with us for general consideration.