Manager CRM Strategy - Casino Marketing

Wynn Al Marjan Island

About Wynn Al Marjan Island:

On schedule to open in the United Arab Emirates in early 2027, Wynn Al Marjan Island has been created as an opulent and entertaining beachside destination for discerning guests to play and relax. Located less than 50 minutes from Dubai International Airport, this integrated resort offering 1,530 rooms and suites, 22 restaurants and lounges, a theatre, nightclub, and five-star spa is currently under construction on a picturesque island that gracefully curves into the Arabian Gulf.

About the Position:

Wynn Al Marjan Island is currently seeking a Manager Casino CRM to join the resort s Casino Marketing team.

The primary duties and responsibilities of this role are:

Data Analysis & Insights:

• Oversee the collection, analysis, and interpretation of customer data to identify trends, preferences, and behaviours.
• Utilize data analytics tools to generate actionable insights that inform Casino Marketing strategies and decision-making.
• Implement techniques to optimize utilization by the Host team and effectiveness of the tool in driving Host productivity and customer engagement.
• Optimize touchpoints across the player journey, ensuring a seamless experience from registration to retention.

Customer Engagement & Loyalty Programs:

• Develop personalized communication strategies, including email marketing, SMS, and direct mail, to enhance customer engagement.
• Monitor and evaluate the effectiveness of loyalty programs and marketing campaigns, making adjustments as needed.

Cross-Functional Collaboration:

• Work closely with the marketing, operations, IT, and finance teams to align CRM initiatives with broader business goals.
• Collaborate with the IT department to ensure the CRM system is integrated with other casino systems and databases.
• Partner with the operations team to enhance the customer experience on the casino floor and other touchpoints.

Budget Management:

• Develop and manage the CRM budget, ensuring efficient allocation of resources to maximize ROI.
• Monitor and report on the effectiveness of the CRM tool, the utilization of it by the Hosts and other Casino Marketing users, and opportunities to improve performance and usefulness of the tool.

Compliance & Risk Management:

• Ensure all CRM activities comply with relevant regulations, including data privacy laws and gaming industry standards.
• Identify and mitigate risks associated with CRM strategies and customer data management.

About You:

The ideal candidate for this position will have the following experience and qualifications:

• Bachelor s degree in marketing, Business Administration, Data Science, or a related field; master s degree preferred.
• Minimum of 5 years of experience in CRM, marketing, or a related field. Previous leadership role a plus.
• Proven record of developing and executing successful CRM strategies in the gaming or hospitality industry.
• Strong analytical skills with experience in data analysis, segmentation, and predictive modelling.
• Proficiency in CRM software (e.g., Salesforce, Microsoft Dynamics) and data analytics tools (e.g., Tableau, Power BI).
• Excellent leadership, communication, and interpersonal skills.
• Ability to think strategically and translate insights into actionable plans.
• Knowledge of data privacy regulations and compliance requirements.