The CRM Adoption Manager will be the primary business contact for training, rollout and support with a focus on enabling guest recognition and personalization across the business through training, support, business process optimization.  The ideal candidate for this position will possess Excellent written and verbal communication skills with the ability to tailor to all team members, front line to executive​; an understanding of hospitality business practices; imagination; and a passion for innovation as well as guest and team member experience.

​Job Responsibilities

• Maintenance of CRM Training Materials and Schedule​
• Create and Monitor user adoption metrics to ensure full usage of application​
• Ongoing business use case identification and documentation​ ​
• New feature release business process integration and training

Training​

• Creation of user training materials ​
• User training – onboarding, new feature training, re-training as needed ​

Adoption​

• User adoption reporting and monitoring ​
• User side-by-side shadowing for business process and product improvement ​
• Gathering of use cases for future enhancements and development ​

​Culture​

• Consistent communication with Salesforce business support team ​
• Implement guest knowledge sharing practices and proper data utilization​
• Provide business process direction and effective application utilization recommendations​

​Data Privacy Compliance​

• Ensure compliance with data privacy regulations​
• Create business processes and training to support data privacy with direction from Chief Privacy Officer​
• Support data audits as needed​

​Competencies

• Outstanding customer service and communication skills for collaboration with cross-functional teams.
• Ability to think independently and make real-time decisions, keeping in mind guest and team member experience as well as business impact.
• Highly organized, self-motivated and detail oriented.
• Possess sharply honed interpersonal skills, inspire confidence and exude authenticity with regard to both guest and team interactions.
• Effective time management skills and ability to perform multiple tasks simultaneously.
• Technical capacity; proficiency in Microsoft Office, specifically Outlook, Word and Excel are preferred.
• Must present well-groomed professional appearance at all times.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in both an office and casino environment.

Position Type/Expected Work Hours

This is a full-time position. Must be flexible regarding schedule with the ability to work varied days and times.

Education and/or Experience 

• High school diploma.
• Additional education or related sales and marketing training is preferred.
• Understanding of product development life cycle​
• 3+ years CRM training and/or administration ​
• 5+ years working in the hospitality industry

Language Skills

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, instructions, emails and other related documents. Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language a plus. Ability to write detailed instructions and correspondence. Ability to effectively present information in one-on-one and group situations.

Age, Certifications and Work Cards

21 years of age or above.

A valid Nevada Gaming License is required and must be obtained before entering this position.

Other Duties

This job description is not designed to contain an all-inclusive list of duties or responsibilities that are required of the employee for this position. These may change at any time with or without notice.

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws confidential according to EEO guidelines.