Manager of CRM Strategy

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. 

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• Responsible for supervising and managing staff of the CRM team.  Develops, implements and manages operational goals and monitors achievements of performance and profit objectives.
• Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager. 
• Partners with the Director to lead the development, execution and management of the CRM strategy. This includes but not limited to the development and execution of omni channel loyalty marketing and CRM initiatives to optimize acquisition, retention, win-back, dynamic personalization and promotional strategies.
• Defines combined functionality of new and existing marketing channels.  Develops realistic and executable road maps for successful function.
• Oversees day to day strategic planning and creation of CRM campaigns in near real time communication through multiple channels.
• Oversees all customer lifecycle communication processes across all channels (email, website, SMS, push notifications, phone, direct mail, real-time messaging).
• Leads specific CRM projects designed to assist with business process, customer insights and customer interaction.  Leading projects to include, but not limited to: 
• Integration of automated email and push message process across lines of social casino business.
• Working with concerned parties to integrate and utilize business models to optimize performance, either internally or third-party licensed.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.  Ensures customer service standards are followed by all team members and addresses issues as they arise.  Responsible for the overall achievement of department customer service goals.
• Serves as a positive and innovative ambassador for CRM team. Implements innovative business trends to ensure campaign success.
• Ensures offers are pushed out successfully in real time.
• Monitors competitor CRM and loyalty programs and proactively implements positive changes into current CRM strategy. Continuously improves program performance, player value, and profitability by testing and adopting best practices in real time.
• Analyzes customer data, defines actionable segments and creates targeted lifetime value/customer life-cycle engagement campaigns and programs.
• Responsible for retained player marketing initiatives; player retention & re-engagement; promotion and bonus campaign planning and execution (ROI analysis); executing, reporting, and iterating marcomms plan (incl player bonus liability); content and creative management; and holistic marcomms omni-channel management (email, website, SMS, push, player inbox, phone, direct mail, and social).
• Works closely with the Director of Marketing to develop and enhance KPIs to manage and support the success of the CRM marketing channels, campaigns, and programs.
• Works closely with the marketing analytics team to build and monitor dashboards to track and optimize CRM channel performance.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management.
• Maintains strict confidentiality in all departmental and company matters.

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 related field from a four-year college or university; or at least three years progressive experience in channel marketing; or equivalent combination of education and experience. Must have at least two years of Digital Commerce experience in B2C and/or B2B models.  Leadership experience required.
• Must have the ability to quickly adapt to new concepts.
• Must be proactive and have the ability to quickly pivot between campaigns and projects in real time.
• Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook). Must have hands on experience with multiple CRM tools (Salesforce Cloud, Tableau, etc.).
• Ability to meet deadlines and effectively manage multiple priorities in a demanding work environment.
• Must have excellent time management skills.
• Must be detailed oriented and organized.
• Must have knowledge of customer retention, product, and marketing acumen.
• Must have excellent verbal and written communication skills.
• Must have strong presentation and client interface skills.
• Must have strong problem solving and analytical skills.
• Must be able to meet deadlines and to work under the pressure of short time constraints.
• Must have extensive knowledge of Email Service Providers. Advanced experience with relational databases and SQL programming is required.  Experience with the SQL and a variety of campaign management tools is preferred.
• Must have comprehensive knowledge of CRM systems and processes (included but limited to email, SMS, onsite messaging, push notifications, etc.).
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Must have demonstrated ability to drive results.
• 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.

SUPERVISORY RESPONSIBILITIES                                                    

This job will have supervisory responsibilities.

• Responsible for staff development and training programs.
• Responsible for rewards and recognition program to maximize employee engagement.
• Evaluates team members within department and delivers constructive feedback to employees in regards to performance.
• Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Manages work procedures and expedites workflow.
• Responsible for employee performance (disciplining, coaching, counseling).

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. 

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Equal Opportunity Employer