Director of CRM Analytics

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. 

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ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Develop and implement CRM analytics strategies to enhance customer acquisition, retention, and loyalty.
• Lead a team of analysts in collecting, analyzing, and interpreting customer data to inform business decisions.
• Collaborate with marketing, operations, and IT teams to ensure alignment in CRM initiatives and data management.
• Design and execute customer segmentation and targeting strategies to personalize marketing efforts and improve customer experiences.
• Monitor and report on key performance indicators (KPIs) related to CRM initiatives, providing actionable insights to stakeholders.
• Identify trends and patterns in customer behavior, translating findings into strategic recommendations.
• Oversee the development and maintenance of dashboards and reports that provide visibility into customer engagement metrics.
• Stay updated on industry trends and best practices in CRM analytics, ensuring the company remains competitive in the market.

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 Statistics, Data Science, Marketing, Business Administration, or a related field; Master’s degree preferred.
• 7+ years of experience in CRM analytics, data analysis, or a related field, with a minimum of 3 years in a leadership role.
• Proficient in CRM software and analytics tools (e.g. Tableau, SQL, Cognos)
• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments
• Experience in the gaming or hospitality industry is a plus
• Proficient in marketing software, CRM tools, and Microsoft Office Suite

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 in regards to 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).

LANGUAGE SKILLS

Ability to read and communicate verbally in English. Written communication skills in 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.

CERTIFICATES, LICENSES, REGISTRATIONS

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

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee 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 employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

The employee 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 30 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 an employee 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 employee is frequently exposed to moving mechanical parts, risk of electrical shock, and vibration.  The noise level in the work environment is usually moderate.

Employee could be exposed to an environment containing unrestricted second-hand tobacco smoke.

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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. 

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Equal Opportunity Employer