Seminole Hard Rock Support Services ยท 5 hours ago
DIRECTOR - CUSTOMER ENGAGEMENT
Davie, FL
Full-time
Onsite
Director/Executive
10+ years expSeminole Hard Rock Support Services is seeking a Customer Engagement Director to manage CRM platforms and oversee campaign operations. The role involves developing and implementing customer experience strategies while leading a team to execute personalized marketing campaigns across various digital channels.
Hospitality
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
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
Preferred
Bachelor's degree in Accounting, Business Administration, Finance or Marketing preferred
Requirements gathering methodology and experience with Agile processes (preferred)
Benefits
Paid Weekly
Competitive Health Plans
Training and Development
Tuition Reimbursement
Team Member Discounts
Much More!
Company
Seminole Hard Rock Support Services
Seminole Hard Rock Support Services was created to provide support worldwide to hotels, casinos and cafes for Seminole Gaming and Hard Rock International.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jeff Hook
EVP & CMO
Karen Hewitt, M. Ed.
Director of DEI Strategic Partnerships
Company data provided by crunchbase