CRM Analytics Manager
Job ID 2023-111823
Property PENN Entertainment, Inc.
Location US-PA-Wyomissing
Type Regular Full-Time
Category Marketing & Entertainment
WE’RE CHANGING ENTERTAINMENT. COME JOIN US.
We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of co-workers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.
Click HERE to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!
WE LOVE OUR WORK.
The CRM Analytics Manage r creates reports and socializes analyses that illustrate the success of our Database, Loyalty and VIP programs.  The role will be a hands-on subject matter expert reporting to the Vice President of CRM.  This individual will mentor and train analysts on data analytics tools and techniques to identify and communicate strategic insights to corporate and property teams.
• Performs comprehensive analysis of CRM campaign and market research data.  Makes recommendations for improvement and delivers information based upon analysis findings.
• Utilizes business intelligence reporting tool and SQL to construct marketing performance analytics as required.
• Analyzes customer data, defines actionable segments and creates targeted lifetime value/customer life-cycle engagement campaigns and programs. Makes recommendations for campaigns based upon findings.
• Analyzes trends and Key Performance Indicators (KPIs) related to campaign performance, loyalty partnerships, customer behavior and perform regular data quality audits on guest activity data
• Collaborate with database marketing, player development, loyalty marketing and regional CRM leaders in analyzing marketing initiatives and provide business recommendations
• Partners with the VP of CRM Marketing to lead the development, execution and management of the CRM strategy. This includes but not limited to the development and execution of omni channel loyalty marketing and CRM initiatives to optimize acquisition, retention, win-back, dynamic personalization and promotional strategies.
• Defines combined functionality of new and existing marketing channels.  Develops realistic and executable road maps for successful function.
• Prepares analysis for measuring marketing performance across the property including but limited to areas of CRM Marketing, customer loyalty program, promotions, amenity offers, internet/social media engagement.
• Leads the analysis and business requirement gathering to develop detailed functional requirements for project scopes.
• Creates clear, concise, and complete functional specifications and requirements documents.
• Collaborates with BI team to test and verify that solutions will be successful.
• Maintains current knowledge of emerging CRM (i.e. Salesforce or Tableau), app technologies, and solutions.
• Provides training support to end users of business intelligence reporting and CRM tools as needed.
• Maintains CRM dashboards. Troubleshoots as needed and escalates issues to Manager.
• Performs data mining for campaigns and audits according to established guidelines. Presents information and makes recommendations for improvement.
• Develops database queries for counts and lists of records based upon real time analytics. Runs queries and develops detailed reporting upon findings.  Makes recommendations for database improvement.
• Prepares ad-hoc reporting.
• Identifies performance opportunities across marketing initiatives. Develops and presents recommendations for improvement.
• Creates presentations for budget meetings and operational reviews.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
BRING US YOUR BEST.
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 Economics, Statistics, Mathematics, Marketing, or related quantitative field from a four-year college or university; or five or more years of experience in marketing analytics; or equivalent combination of education and experience. Master’s degree preferred.
• Prior experience in marketing analysis with a gaming, hospitality or in other related organization preferred.
• Must have advanced knowledge of Microsoft applications (Word, Excel, Access, and PowerPoint). Experience with SQL, Tableau, Cognos, or other querying tools required.
• Must have advanced knowledge and passion for working with of relational databases, ability analyze and interpret data, strong knowledge of statistical modeling, and strong aptitude for data storytelling.
• Ability to adapt to changes in prioritization or schedules of items in the work queue as necessary when communicated/directed.
• Must have strong organizational skills and be detail oriented.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have excellent communication skills, both verbal and written.
• Must be able to meet deadlines, including projects that require a quick time frame.
SUPERVISORY RESPONSIBILITIES
This job has supervisory responsibilities.
• Responsible for staff development and training programs.
• Responsible for rewards and recognition program to maximize employee engagement.
• Evaluates team members within department and delivers constructive feedback to employees regarding performance.
• Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs.
• Determines work procedures and expedites workflow.
• Responsible for employee performance (disciplining, coaching, counseling).
STAY IN THE GAME. FOLLOW US.
We’ve grown to become the most innovative omnichannel provider of entertainment experiences, thanks to our 12 retail brands representing 43 destinations across North America, and online gaming via theScore |BET.
Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet.
We're changing entertainment. Follow us.
Equal Opportunity Employer
STARTING SALARY
Starting from $75,000.00 annually, based on experience
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