The Challenge
MGM Resorts is the world's leading hospitality company, and they need someone to own their enterprise CRM platform—making sure thousands of hosts and property teams can actually use it to drive guest engagement. You'll be the connective tissue between corporate marketing strategy and on-property execution across one of the most complex customer ecosystems in the world.
Your Mission
Audit current CRM user adoption and access permissions across all properties; identify and fix 20+ access gaps within first 60 days
Build and deliver standardized onboarding training for new CRM users across 3+ properties; measure completion rates and proficiency
Map all existing workflows and engagement templates; document gaps and recommend 5+ optimizations to improve campaign velocity
Establish weekly syncs with Casino Marketing and Luxury Experience teams; resolve at least 10 pending property-assisted outreach requests
Increase CRM platform adoption by 25%+ through targeted training, self-service documentation, and user engagement initiatives
Own customer coding processes end-to-end; ensure 95%+ data accuracy in host-to-customer assignments across properties
Develop and deploy 8-10 optimized SQL queries and Power BI dashboards to give teams real-time visibility into CRM performance metrics
Create a self-service knowledge base and video training library; reduce support ticket volume by 30% and enable property teams to troubleshoot independently
KPIs You'll Own
CRM System Adoption Rate
Percentage of active hosts and property team members using CRM tools regularly; target 80%+ active monthly users.
Data Integrity Score
Accuracy of customer coding and host-to-customer assignments; target 95%+ correct coding on audits.
Training Completion Rate
Percentage of new and existing users completing onboarding or refresher training; track by property and user role.
Campaign Execution Velocity
Average time from campaign request to deployment across properties; target 20% reduction through workflow optimization.
Support Ticket Resolution Time
Average time to resolve CRM-related support requests; target <24 hours for critical issues, <48 hours for standard.
Tools & Stack
Your Team
Your Manager
Not specified (likely Casino Marketing or CRM Leadership)
Current Team
Not specified; implied coordination with Casino Marketing, Luxury Experience, and Villas teams across multiple properties
Individual contributor backfill or new role focused on enterprise CRM stewardship
The Package
Salary
$85K-$110K base
Remote
Onsite only—Las Vegas corporate office, Monday-Friday 9 AM–5 PM with occasional flexibility for campaigns
Benefits & Perks
Company Intelligence
MGM Resorts International is the world's leading hospitality and entertainment company, operating iconic properties across Las Vegas and beyond. They manage complex customer engagement across thousands of hosts and properties, requiring enterprise-scale CRM and marketing infrastructure. Culture emphasizes diverse teams, guest-centric service, and creating memorable experiences.
Customers
Individual casino guests, loyalty members, VIP/luxury customers, corporate events
Culture
Fast-paced, entertainment-focused, team-oriented, guest-obsessed
Is This Role For You?
- You've managed CRM platforms (Dynamics 365, Salesforce) and actually understand user adoption—not just feature lists
- You're comfortable writing SQL queries and pulling your own data rather than waiting for analysts
- You thrive coordinating across multiple teams (marketing, ops, property-level hosts) with competing priorities
- You love creating training and documentation—you're a teacher, not just a button-pusher
- You need remote flexibility or don't want to be onsite in Las Vegas 5 days a week
- You've only done CRM configuration/implementation; day-to-day operations and user support bore you
- You're uncomfortable with SQL or data analysis—Power BI and reporting are core to success here
Interview Process
Phone Screen
Brief conversation about CRM experience, tools used, and why you're interested in hospitality tech
Technical Assessment
Walk through a sample CRM scenario; discuss how you'd handle user access, workflow design, and data quality issues
Manager Interview
Deeper dive on training approach, cross-functional collaboration, and examples of improving platform adoption
Property/Stakeholder Panel
Brief conversation with Casino Marketing or property leadership to assess fit and communication style
Interested in this role?
Apply now and hear back within days, not weeks.
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CRM & lifecycle marketers own the post-acquisition journey. They design onboarding sequences, retention campaigns, win-back flows, and loyalty programs that maximize customer lifetime value.