Customer Relationship Management Analyst

POSITION OVERVIEW

The CRM Analyst is responsible for evaluating and analyzing CRM data strategies and operations to ensure campaigns and communications drive guest retention and loyalty. Responsible for leveraging customer data to forecast, analyze business trends, and evaluate performance in order to provide insights to deliver a best-in-class CRM and loyalty customer contact strategy that delivers the right message to the right customer at the right time.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Support and perform the day-to-day data operations for CRM and direct marketing programs, pertaining to offer strategy and forecasting, customer segmentation and list pulls, campaign set-up and deployments, and campaign performance reporting/analysis
• Build, set-up, and activate targeted customer segments/lists for our CRM and loyalty campaigns
• Coordinate and work closely with the CRM campaign team in the set-up, QA, and activation of personalized CRM and loyalty offers across multiple systems and platforms to enable smooth and accurate multi-channel offer redemptions
• Create and/or maintain end-to-end campaign performance reporting and analytics dashboards
• Recommend campaign performance optimization efforts against business KPI’s and goals
• Provide timely CRM/direct marketing reporting and analytical support to internal business stakeholders and senior leadership to support effective business decision-making to align with business needs
• Implement efficient and scalable methodologies, workflows, automations, and processes for CRM data management and operations composed of multiple technology systems and platforms
• Assist in managing and developing our CRM data platform, ensuring data accuracy and segmentation for targeted campaigns and offers
• Serve as the in-house specialist for customer data and our guest and loyalty databases (i.e., customer profiles, data/address hygiene, personalization, campaign management, privacy, and database analytics)
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

QUALIFICATION REQUIREMENTS

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 in business with a focus on quantitative fields (analytics, statistics, data science) and/or equivalent professional work experience in analytics roles
• Three (3) years prior experience in a CRM, database marketing, or loyalty marketing role preferred
• Strong technical understanding of data, database management, and reporting/analytics, especially involving large and complex datasets (transactional/interaction-level customer data)
• Hands-on experience in Excel (pivot, lookups, etc.), data querying/modeling tools (SQL, R, Python, etc.), and data visualization/BI tools (Tableau, PowerBI, etc.)
• Have the ability to quickly gain proficiency of a CRM/marketing tech stack and data flow that involve multiple systems, databases, and tools
• Keen attention to detail and accuracy in data handling and reporting
• Strong verbal/written communication and data presentation skills, including an ability to effectively communicate with both technical and non-technical teams
• A self-starter with an ability to anticipate, multi-task, and prioritize workload with minimal supervision in a fast-paced and quickly evolving environment
• Have natural curiosity and thrive in answering business questions with data and metrics
• Passionate about scalable and future-proof processes, systems, and analytics

SUPERVISORY RESPONSIBILITIES

This position does not have any supervisory responsibilities.

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

PAY TRANSPARENCY

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.