Position:

Database Marketing Manager

Reports To:

Director of Marketing

OVERVIEW The CRM Manager is responsible for developing, implementing, and managing customer relationship management strategies to enhance customer engagement and loyalty. This role involves overseeing CRM activities, coming up with Casino Promotions and ensuring the company's brand is effectively communicated to the target audience through personalized customer interactions.

DUTIES AND RESPONSIBILITIES

Develop and Execute CRM Plans: Create and implement both short-term and long-term CRM plans to achieve the company's objectives.

Customer Data Management: Oversee the collection, segmentation, and analysis of customer data to inform CRM strategies and improve customer experiences. Manage customer investment matrix.

Develop Offers: Create, implement & execute offers and promotions for Parq Casino. This includes using player data to figure out the best plan for attracting guests and retention through on-site promotional campaigns and activations. Create promotional calendar for the year and ensure all promotional artwork and web copy are correct, and memos are sent out in advance.

Personalized Marketing Campaigns: Plan, develop, and execute personalized marketing campaigns across various channels, including EBS, email and mail to engage and retain customers.

Customer Journey Mapping: Develop and maintain customer journey maps to identify key touchpoints and opportunities for enhancing customer experiences.

Budget Management: Manage the CRM budget, ensuring all activities are cost-effective and within budget. Prepare for P&L; meetings, forecasts, and budgets.

Team Management: Lead, mentor, and manage the CRM team, fostering a cooperative and productive work environment.

Collaboration: Work closely with other departments, including customer service, to ensure CRM efforts are aligned with overall business goals. Coordinate with external agencies for CRM-related activities.

Reporting: Monitor and report on the effectiveness of CRM campaigns,



providing insights and recommendations for improvement.

Compliance: Ensure all CRM activities comply with data protection regulations, player health and company policies.

Other duties as required

QUALIFICATIONS AND EXPERIENCE

- Solid understanding of all Marketing Systems including CMP, EBS and HALo and be able to troubleshoot issues as they arise
- Accurately build promotions and offers created by the Marketing Team and perform testing to ensure all elements are functioning properly
- Update Marketing Systems regularly to ensure all promotions and prize codes are up to date and systems are running efficiently
- Provide technical assistance and support for all system users, and document concerns and incidents to venders to review
- Prepare various player reports on a regular basis to support analysis by the Finance team
- Conduct regular data audits to ensure the integrity of promotions and offers
- Report suspicious transactions to the Player Operations Manager for further investigation
- Prepare direct mail or email communication lists to BCLC for cleaning process
- In-depth knowledge of all Casino CRM systems stated above
- Configuring system settings to improve user experience
- Tracking all promotions and offer being built into the systems and conduct scheduled analysis
- Helped ops team to utilize data to create more meaningful reports (Security daily headcount report and GS new sign up report)
- Run SQL queries to locate data needed to support marketing and financial activities
- Utilize different data sources available to create integrated dashboards for different purposes
- Create eblast campaigns and deploy eblast on a regular basis
- Conduct regular meeting with vendors (Halo and iPost) to follow up on systematic issues
- Other duties and projects as assigned

CERTIFICATES AND/OR LICENSES REQUIREMENTS

- Valid GPEB License
- BCLC Certifications
- Serving it Right Certification

PHYSICAL REQUIREMENTS

- Able to lift, handle, and transport materials that are over 20lbs
- Required to sit, stand and walk during working hours

📌 Database Marketing Manager (Vancouver)
🏢 Parq Casino
📍 Vancouver