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Seminole Gaming · 10 hours ago

DIRECTOR - CUSTOMER ENGAGEMENT

Davie, FL

Full-time

Onsite

Director/Executive

10+ years exp

Seminole Gaming is seeking a Customer Engagement Director who will be responsible for overseeing CRM platforms and managing campaign operations across various lines of business. This role involves developing and implementing comprehensive customer experience strategies and collaborating with stakeholders to deliver personalized marketing campaigns.

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Responsibilities

Manage a small team to launch email and mobile push campaigns via Salesforce Marketing Cloud, Acoustic Campaign and other ancillary platforms

Implement complex automated campaigns in collaboration with agencies and internal partners

Visualize the entire customer journey to develop a comprehensive Email engagement strategy for each line of business to drive conversion, alleviate friction and create a positive experience

Work collaboratively to develop a customer experience strategy that unites and streamlines business processes and enhances team member productivity through effective approaches to system integration and data quality

Champion and advocate for customer-centric marketing and CRM tools that enable world-class cross-functional collaboration and data-insights, a single view of the customer from prospect to customer service, and process productivity to drive business goals

Negotiate business terms with service providers and ensure invoices are paid in a timely fashion

Identify opportunities to improve marketing processes, including opportunities to automate, and launch those projects

Use insights to design new messaging/tactics and optimize existing messaging/tactics throughout the customer journey, including creative, segmentation, cadence, frequency, testing and automation

Educate partners about trends in the CRM space, including thought leadership, ecosystem providers and technology changes that impact strategy

Lead User Acceptance Testing for CRM functionality

Assist in the project definition, strategy creation, and accountability of key marketing projects

Work with key stakeholders to document and validate business objectives and requirements

Manage prioritized project scope and changes, ensuring solutions are standardized, globally scalable, and flexible

Communicate proactively with lines of business and champion Email projects on their behalf

Work with Data Security team to ensure compliance with local and global regulations

Responsible to and consistently meets the needs of internal clients. Delivers projects and assignments on time

Provide reporting regarding project milestones, deliverable, dependencies, risks and issues

Translate, communicate, and prioritize business requests to our development team

Manage all aspects of email delivery including platform management, creative review / approval, list creation, deployment and analysis

Partner with stakeholders, internal users, customers and development team to gather feedback on the marketing platforms to be used for continuous improvement efforts

Hire, develop, manage and inspire the marketing engagement team, including cross-functional teams

Acts as a role model and coach while developing employees at all levels using consistent approachable demeanor and clearly articulating objectives

Develop and conduct regular training sessions for employees and new hires

Build and execute campaigns and reporting as needed

Perform other job-related functions as assigned

Qualification

CRM managementSalesforce Marketing CloudEmail campaign managementProject managementIntegrated marketing communicationsAnalytics toolsTeam leadershipAgile processesCreative developmentHTML developmentAPI development

Required

10+ years of marketing automation and CRM management experience

Strong understanding of integrated marketing communications (including but not limited to email, SMS, in app messaging, push messaging, direct mail, loyalty programs)

Strong understanding of integrated marketing platforms and how to use them (including but not limited to email, SMS, in app messaging, push messaging, direct mail, loyalty programs)

Strong communication and team leadership skills

Experience implementing and utilizing an Enterprise-grade CRM Platform

Experience with Salesforce Marketing Cloud or Acoustic

Experience managing teams to develop creative, build HTML, develop APIs, segment lists and test functionality

Project management skills to prioritize and drive initiatives forward

Experience with analytics tools

Dynamic confident personality with ability to successfully drive projects with minimal guidance

Ability to multi-task with critical deadlines, work successfully with teams, and work under pressure